The first step in testing your Agent is going to the Playground.

• You will see a few testers on this page. Select your name or choose “Create Test Session”
• On the right, you can begin talking to your Agent by typing a message on the bottom and clicking the send message button (keyboard shorcut: Cmd+Enter).
  • Your message will be right aligned in green and the Agent’s replies will be left aligned in gray.

💡Tips for testing your Agent in the Playground

• The Agent takes the entire conversation as context, so create new test sessions as needed.

Use your DMs

• Open your Conversations in a separate tab. This will show all your current DMs by channel.
• Copy and paste the DMs you get into the Playground test session to test how the Agent replies.

Use your FAQs

• Your customer and social teams likely have a list of common questions.
• Cut and paste them into the Playground to test how the Agent replies.

Take note of what you like or don’t like. We will use this to fine tune the agent replies!

📚 Reviewing which Knowledge sources are being used in answers

The Agent’s answers are based on the Knowledge stored in the platform. By checking which Knowledge source was used in an Agent’s response, you can understand why it answered that way — and whether any updates to the Knowledge are needed to improve future replies.

You can view the Knowledge sources used in answers in both the Playground and Conversations sections. Just hover over the document icon on the Agent’s message to see the specific Knowledge piece it pulled from. You can click directly into it to make edits as needed.

If the Agent isn’t using Knowledge in its answer, you won’t see the document icon on its message.