Testing & Debugging
Test your agent before going live, and fix it when it stays silent.
Always test your agent before assigning it to live channels. Nothing in the test chat reaches your customers.
Test Chat
The Test chat panel sits next to the builder and the agent page. It uses your current settings, including edits you have not saved yet, and the same knowledge and dialect as live replies. Preview as shows how a reply looks on Instagram, WhatsApp, Messenger or Telegram.
Important: Each test message uses one AI step from your plan's monthly allowance.
When the Agent Does Not Reply
Check in this order:
Tip: The small status chip in the conversation names the reason the AI skipped a reply.
- The plan is paid and active, and the agent is Active (not a draft or paused)
- The agent is assigned to that channel, and the channel is connected
- The conversation is set to AI Agent, not Human Agent or Unassigned, and no handoff is waiting for approval
- A teammate did not just reply (the AI waits 60 seconds after a manual reply)
- A workflow or Auto-DM did not already answer that message
- The monthly AI allowance is not used up
Improving Answers
If the answers are off, add or fix the knowledge source that covers the question, make unclear instructions specific, and try again in the Test chat.
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