The Playground lets you chat with your agents exactly as a customer would, without anyone outside your team seeing it. Test every new agent and every change here first.

Start a test session

1. Click Playground in the sidebar.
2. Click + New Session at the bottom of the session list, or open an earlier session to pick up where you left off.
3. Type your message and click Send.

Playground sessions, each with a one-line summary

Each session shows a one-line summary of what happened, so it’s easy to find an earlier test.

Reading the conversation

Your messages appear on the right and the agent’s on the left, with how long the agent took to reply. The icons on each agent message show what it drew on. Hover the document icon to see which Knowledge source the agent used, and click through to edit it. No icon means no Knowledge was used.

Click Show Details (top right) to see the details of the session.

A Playground conversation

Tips

• The whole conversation is context. Start a new session whenever you want a clean test.
• Paste in real customer messages from Conversations to see how the agent handles them.
• Ask your front-line team for the questions they hear most and try them all.
• Note what you like and what you don’t, then refine with Knowledge, Scenarios, Brand Voice or the agent’s Instructions.