7. Test and improve responses
Use the Test console to check an answer, make a targeted change and see whether it helps. It is useful for new knowledge, revised guidance and questions that have caused confusion in live conversations.
Open AI agent → Test for the workspace. The console uses its knowledge base, creates no conversation and spends no credits. An Admin can change the agent configuration.
Test procedure
- Save Setup or Handoff changes first.
- Enter a representative Message and select Send.
- Inspect the answer, handoff indicator and retrieved source excerpts.
- Ask a follow-up to check the current thread's context.
- Select Clear before an unrelated scenario.
Changing workspaces clears the thread. Messages accept up to 4,000 characters. The daily business limit is 30 test requests on Free and 100 on paid plans, resetting at the UTC day boundary.
| Case | Expected check |
|---|---|
| Known fact | Answer agrees with a current relevant source. |
| Missing information | No invented policy or unsupported account lookup. |
| Human request | Handoff is indicated. |
| Configuration change | A fresh test reflects the saved change. |
Response improvements
Choose the change that addresses the problem:
- Incorrect facts: update the source responsible.
- A recurring question: add a concise FAQ.
- Style or behaviour: adjust Guidance, tone or answer length.
For a specific response adjustment in Inbox, select Correct this answer, enter The correct answer and select Save correction for a maintained response adjustment. Your correction is saved in the workspace's knowledge base for future AI replies once processing finishes. Relevant corrections take priority over other knowledge after processing. You can check its status under Knowledge > Sources.
Change one thing, wait for processing and repeat the question using different wording. Test nearby questions so a correction does not become too broad. For example, correcting one product's delivery conditions must not imply that all products have those conditions.
Live checks
The console does not test installation, signed identity, message delivery, assignment or notifications. Use a controlled live conversation for those checks. Live responses and Draft reply follow live charging rules.