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Integration testing verifies that your agent’s connections to external systems work correctly. This covers knowledge bases, call transfers, calendar bookings, custom actions, and webhooks.

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Use This Page After Core Behavior Works

Once the agent can hold a basic conversation, use this page to confirm the surrounding business systems also work end to end. Some parts of this page are best handled by the teammate who owns the connected system. You can still use the checklist to confirm the customer-facing experience and hand off the deeper technical checks when needed.

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Knowledge Base Integration

After creating and assigning a knowledge base, verify it works in conversation.
1

Check processing status

Open your knowledge base and confirm all items show green (ready to use). Items still processing or showing an error won’t be available to your agent yet.
2

Test retrieval accuracy

In Chat or Web call test mode, ask questions that should be answered by your knowledge base content.After each response, open the conversation detail and click the knowledge retrieval icon next to the agent’s message to verify:
  • The correct knowledge snippet was retrieved
  • The top result clearly matches the caller’s question
  • The agent used the retrieved content accurately in its response
3

Test retrieval gaps

Ask questions that are close to but not exactly matching your knowledge base content. Verify:
  • Knowledge search still finds relevant content for paraphrased questions
  • Agent doesn’t hallucinate answers for topics not in the knowledge base
4

Test after edits

Edit the knowledge item, wait for it to turn green, then re-test the same questions to confirm updated content is served.
If retrieval accuracy is low, review Context vs RAG to understand the two retrieval modes and when to use each.

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Call Transfers

Test every transfer destination configured in your agent.
1

Trigger each transfer

For each transfer rule, say something that should activate it. Verify:
  • Transfer initiates to the correct number or SIP destination
  • Agent announces the transfer to the caller
  • Call actually connects to the destination
2

Test transfer failure

If possible, test what happens when the transfer destination is unavailable (busy, no answer). Verify:
  • Agent handles the failure gracefully
  • Caller receives a helpful message
  • Agent offers alternatives (callback, voicemail, try again)
3

Check conversation log

After the test, open the conversation detail and verify the transfer tool call appears in the timeline with the correct destination.
See Transfer Tools for configuration reference.

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Calendar Bookings

If your agent uses the booking tool:
1

Book an appointment

Walk through the full booking flow: provide a date, time, name, and contact info.Verify:
  • Booking appears in the connected calendar (Cal.com or other provider)
  • All details are correct (date, time, attendee info)
  • Agent confirms the booking to the caller
2

Test unavailable slots

Try to book a time that’s already taken or outside available hours.Verify:
  • Agent communicates the unavailability
  • Agent suggests alternative times
  • No duplicate or phantom bookings are created
3

Test booking with missing info

Provide incomplete information (e.g., a date but no time, or no name).Verify:
  • Agent asks for the missing required fields
  • Agent doesn’t create incomplete bookings
See Booking Calendar for setup details.

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Custom API Actions

For each custom API action configured:
1

Trigger the action

Say something that should invoke the API call. Verify:
  • The connected system receives the request
  • Correct parameters are sent
  • Agent communicates the response to the caller
2

Test with invalid input

Provide input that would cause the API to return an error or unexpected response.Verify:
  • Agent handles errors without crashing
  • Agent communicates a helpful message (not raw error data)
  • Conversation continues normally
3

Test API timeout

If the connected system is slow to respond, check:
  • Agent waits appropriately (uses thinking sounds or filler)
  • Timeout is handled gracefully if the system doesn’t respond
4

Verify in conversation detail

Check the timeline view for tool call events. Verify:
  • The correct API was called
  • Parameters match what was collected in conversation
  • Response data was used correctly

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Webhooks

If your team has webhooks configured (from Developers → Webhooks) to receive event notifications:
  1. Complete a test call that should trigger webhook events
  2. Check the receiving system for the incoming events
  3. Verify the event contains the conversation data your workflow expects
  4. If your team owns the receiving endpoint, test failure handling and confirm events are retried

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Testing a Local Webhook Endpoint

If your webhook consumer runs on your own machine, expose it temporarily with an HTTPS tunnel before testing. This part is usually handled by a developer or technical owner. Recommended workflow:
  1. Start your local webhook server.
  2. Expose it with a tunnel such as ngrok, Cloudflare Tunnel, or an equivalent HTTPS-forwarding tool.
  3. Paste the temporary HTTPS URL into Developers → Webhooks.
  4. Complete a test conversation to generate events.
  5. Verify your local logs with the raw body and webhook headers intact so signature validation still works.
Have the receiving endpoint acknowledge events quickly, then handle longer follow-up work after receipt. This matches the delivery behavior described in Webhook Events.

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Post-Call Automation

Test that post-call automations trigger correctly:
  1. Complete a test call
  2. Check that configured automations ran:
    • Email summaries were sent
    • Team alerts were created
    • Follow-up tasks were created when enabled
  3. Verify the content is accurate (goal results, analysis, conversation summary)

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End-to-End Test Workflow

For a comprehensive integration test, walk through this full sequence in a single call:
1

Start the call

Start from Test Agent using Chat, Web call, or Phone call. Verify greeting and introduction.
2

Ask a knowledge base question

Confirm accurate retrieval and response.
3

Trigger a tool action

Book an appointment, check an order, or trigger a custom API action.
4

Request a transfer

Verify the transfer connects correctly.
5

Review the conversation

Open the conversation detail and verify:
  • Timeline shows all events in order
  • Goals were scored correctly
  • Post-call analysis ran
  • Webhooks fired (if configured)

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Next Steps

Test Scenarios

Follow general test scripts for agent validation

Edge Cases

Test interruptions, silence, and failure handling

Custom API Actions

Configure and debug external API integrations

Debugging

Diagnose issues found during testing