Testing Ladder
Test cheap and fast first, then move to real-world conditions.| Stage | Use it to validate | Detailed guide |
|---|---|---|
| Chat | Prompt logic, tool selection, knowledge answers | Web & Chat Testing |
| Web call | Voice, turn-taking, pronunciation, browser audio | Web & Chat Testing |
| Phone call | Carrier behavior, latency, AMD, real caller experience | Phone Testing |
| Conversation review | Transcript, recording, goals, insights, notifications | Conversations |
QA Checklist
Run through these scenarios before going live:| What to test | How to check | Pass if… |
|---|---|---|
| Greeting | Call in — does the agent introduce itself correctly? | Greeting matches your configuration and sounds natural |
| Common questions | Ask 3-5 questions your customers ask most | Agent answers accurately from the knowledge base |
| Out-of-scope questions | Ask something the agent shouldn’t answer | Agent declines politely and offers to transfer or take a message |
| Tool execution | Trigger a transfer, booking, or API call | Tool fires successfully (check the conversation timeline) |
| Interruptions | Speak while the agent is talking | Agent stops and listens |
| Silence | Stay quiet for 15+ seconds | Agent prompts you or handles inactivity gracefully |
| Angry caller | Be frustrated or demanding | Agent stays calm, empathetic, and follows escalation rules |
| Wrong input | Give incorrect info, then correct yourself | Agent handles the correction without confusion |
| Goal tracking | Complete a typical call | Primary goal is marked correctly in the conversation detail |
| Notifications | Trigger a condition that should send an email or create a task | Email arrives and/or task is created |
When to Use Each Test Mode
| Mode | Best for | Speed | Realism |
|---|---|---|---|
| Chat | Prompt iteration, logic checks, tool testing | Fastest | Low (text only) |
| Web call | Voice quality, turn-taking, pronunciation | Fast | Medium |
| Phone call | Full customer experience, latency, AMD | Slow | High |
Release Readiness
You are usually ready to launch when:- the agent handles the top 3 to 5 real customer intents cleanly
- interruptions and silence feel natural
- transfers and tools succeed with realistic inputs
- goals and post-call actions appear correctly in the conversation detail
- at least one real phone call matches the experience you want customers to have
Next Steps
Web & Chat Testing
Run browser-based tests with Chat and Web call modes
Phone Testing
Test with real phone calls
Test Scenarios
Follow pre-built test scripts for common use cases
Edge Cases
Test interruptions, silence, and unexpected input