Test your bot before launch

Two places to test

Open your chatbot and go to the Playground tab for a standalone test chat, or use the live test panel on the Agent tab. Both talk to the same bot with the same content and settings, so use whichever fits: the Agent panel is convenient while you adjust settings, the Playground gives you a full-width conversation.

Ask real customer questions

Do not test with questions you already know the bot can answer. Pull real phrasings from support emails, tickets, and sales calls, including the vague and badly spelled ones. Ask follow-up questions too: the bot reads recent conversation history, so "how much does that cost?" after a product question should get a sensible answer.

• Your five most common support questions, worded the way customers word them.
• Pricing, refund, and delivery questions, if they apply to you.
• A question your content definitely does not cover, to see how the bot declines.
• A follow-up that only makes sense in context of the previous answer.

Check the citations

Each answer can show up to 4 source pills. Check that they point at the page or document you expect. A right-sounding answer with the wrong source usually means two pieces of content overlap, and it is worth tidying the weaker one.

Strict or flexible answers

By default the bot runs in strict mode: it answers only from your trained content and declines everything else. Flexible mode allows small talk and general knowledge, while facts about your company still come only from your content. If the bot declines questions you want answered, decide whether the fix is more content or the flexible style; response engine and answer styles explains the trade-off.

Fix gaps by adding content

When an answer is wrong or missing, the cause is nearly always a content gap, not a settings problem. Work through these fixes in order:

• Crawl more of your site or add a sitemap source. See train on your website.
• Upload the document that holds the answer. See upload files and documents.
• Write a text snippet for answers that are not written down anywhere.
• For a question that must get one exact answer every time, add a custom response; it bypasses the AI entirely.

Retest after each change. Once the answers hold up, install the widget and go live.