> ## Documentation Index
> Fetch the complete documentation index at: https://docs.itellico.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Integration Testing

> Validate that tools, knowledge bases, and external services work correctly with your agent

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.

## 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.

***

## Knowledge Base Integration

After [creating](/build/knowledge/create-knowledge-bases) and [assigning](/build/knowledge/assign-knowledge) a knowledge base, verify it works in conversation.

<Steps>
  <Step title="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.
  </Step>

  <Step title="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
  </Step>

  <Step title="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
  </Step>

  <Step title="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.
  </Step>
</Steps>

<Note>
  If retrieval accuracy is low, review [Context vs RAG](/build/knowledge/context-vs-rag) to understand the two retrieval modes and when to use each.
</Note>

***

## Call Transfers

Test every transfer destination configured in your agent.

<Steps>
  <Step title="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
  </Step>

  <Step title="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)
  </Step>

  <Step title="Check conversation log">
    After the test, open the conversation detail and verify the transfer tool call appears in the timeline with the correct destination.
  </Step>
</Steps>

See [Transfer Tools](/build/tools/transfer-tools) for configuration reference.

***

## Calendar Bookings

If your agent uses the booking tool:

<Steps>
  <Step title="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
  </Step>

  <Step title="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
  </Step>

  <Step title="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
  </Step>
</Steps>

See [Booking Calendar](/build/tools/booking-calendar) for setup details.

***

## Custom API Actions

For each [custom API action](/build/tools/custom-api-actions) configured:

<Steps>
  <Step title="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
  </Step>

  <Step title="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
  </Step>

  <Step title="Test API timeout">
    If the connected system is slow to respond, check:

    * Agent waits appropriately (uses [thinking sounds](/build/voice-speech/thinking-sounds) or filler)
    * Timeout is handled gracefully if the system doesn't respond
  </Step>

  <Step title="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
  </Step>
</Steps>

***

## Webhooks

If your team has [webhooks](/accounts/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

### 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.

<Note>
  Have the receiving endpoint acknowledge events quickly, then handle longer follow-up work after receipt. This matches the delivery behavior described in [Webhook Events](/reference/webhook-events).
</Note>

***

## Post-Call Automation

Test that [post-call automations](/build/analytics/post-call-automation) 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)

***

## End-to-End Test Workflow

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

<Steps>
  <Step title="Start the call">
    Start from **Test Agent** using Chat, Web call, or Phone call. Verify greeting and introduction.
  </Step>

  <Step title="Ask a knowledge base question">
    Confirm accurate retrieval and response.
  </Step>

  <Step title="Trigger a tool action">
    Book an appointment, check an order, or trigger a custom API action.
  </Step>

  <Step title="Request a transfer">
    Verify the transfer connects correctly.
  </Step>

  <Step title="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)
  </Step>
</Steps>

***

## Next Steps

<CardGroup cols={2}>
  <Card title="Test Scenarios" icon="list-check" href="/test/test-scenarios">
    Follow general test scripts for agent validation
  </Card>

  <Card title="Edge Cases" icon="triangle-exclamation" href="/test/edge-cases">
    Test interruptions, silence, and failure handling
  </Card>

  <Card title="Custom API Actions" icon="code" href="/build/tools/custom-api-actions">
    Configure and debug external API integrations
  </Card>

  <Card title="Debugging" icon="bug" href="/test/debugging">
    Diagnose issues found during testing
  </Card>
</CardGroup>