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Talk to your agent before anyone else does. You can call it from the dashboard in your browser with no phone number involved, then call it properly from your phone once a number is attached. The browser test finds most problems in about two minutes.

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Before you start

  • An agent, even an unfinished one.
  • Speakers and a microphone for the browser test, and your browser’s permission to use them.
  • A phone number attached to your agent for the phone test. See Buy a phone number.

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Steps

1

Start a test call in your browser

Open your agent and start a test call from the dashboard. Your browser asks for microphone access the first time. You will see when your agent is listening and when it is speaking.
2

Ask the three questions your customers ask most

Not the questions you hope it answers. The three that actually come up: what something costs, whether you are open, and whether you can do a specific thing.
3

Try to book something

If your agent is meant to book, go through a booking end to end and check it appears in your calendar afterwards. See Book appointments.
4

Ask for a person

Say “can I speak to someone” and see what happens. This is the moment agents most often disappoint callers, and the behaviour is worth confirming rather than assuming.
5

Now call it from your phone

Once a number is attached, ring it from your own mobile. A phone line sounds different from your laptop, and problems with pace and interruption only show up here.

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You will know it worked when

  • Your agent answered, understood you, and finished the job rather than promising to pass a message on.
  • The call appears in your call history with a written record and a score a minute later.
  • The three questions you asked were answered from your own material, not invented.

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What to listen for

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What else you can do here

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If it did not work

The browser test will not start. Your browser is blocking the microphone. Allow it for the dashboard, then reload. This is almost never an account problem. You call the number and nothing answers. The number is probably not attached to an agent, or the agent is not turned on. See My agent is not answering. Your agent hears you but answers something unrelated. It is filling a gap in its instructions or its knowledge. See Why it answered wrong.

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FAQ

Yes, and you should. Start a test call from the dashboard and talk to your agent in your browser with no phone number and no real caller involved. It takes about two minutes and finds most problems.
Yes. The browser test needs no number at all, so you can build and check an agent before buying anything. Only the phone test needs a number attached, and that is worth doing before you go live because a phone line sounds different.
Test calls use call minutes from your plan in the same way as real calls, so they are not free once your allowance runs out. The Free plan’s 10 minutes are enough for several test calls. See Limits.
Yes. A test call appears in your call history with its written record and its score, which is useful: read the record back to see exactly what your agent heard rather than what you thought you said.
Yes. Anyone you have invited to your workspace can start a test call, and once a number is attached anyone can simply ring it. Having someone who did not build the agent try it is the most valuable test you can run.
A phone line carries less of the sound than your computer speakers, so every voice is a little narrower and small pauses are more noticeable. Judge the voice and the pace by the phone test, not the browser one.
Your three most common questions, one booking end to end, asking for a person, and one question your agent should not be able to answer, so you can see how it behaves when it does not know. See Go live checklist.