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Why Test with Phone Calls

If your use case involves telephony, phone testing is essential to validate the complete customer experience. Web testing uses WebRTC with different codecs and no PSTN infrastructure, so phone testing lets you verify voice quality, timing, answering machine detection, and transfer flows exactly as your customers will experience them.

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How to Make a Test Call

1

Open Test Agent

Go to your agent and click Test Agent in the top right corner.
2

Switch to Phone Call

Click the Phone Call tab at the top of the test panel.
3

Choose your caller ID

Select which phone number to call from. This will be the caller ID your contact sees.
4

Enter destination number

Type the phone number you want to call in E.164 format with country code (e.g., +1 for US).
5

Configure AMD (optional)

Choose answering machine detection mode: Text for speed or ML for accuracy. Leave default if unsure.
6

Start the call

Click Start Test. Your agent will call the number and you can have a real conversation.

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What to verify during the call

Latency

Count the beats between speaking and hearing the agent. Flag anything over ~600 ms.

AMD

Let voicemail answer to check whether the selected AMD mode behaves correctly.

Actions & transfers

Trigger custom actions, bookings, or transfers to confirm they still fire when audio flows through PSTN.

Context accuracy

Confirm caller-specific prompts or knowledge lookups still work when the call is initiated with real metadata.

End-of-call handling

Ensure wrap-up messaging, automations, and transcripts finalize even if the caller hangs up first.

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Test Scenarios

Test the complete conversation path from greeting through goal completion. Verify the agent follows your instructions and handles the conversation naturally.
Try interrupting the agent while it’s speaking. Verify it stops gracefully and responds appropriately to your interruption.
Test from quiet rooms, noisy environments, and different locations. Call from mobile phones, landlines, and different carriers if possible.
Test unexpected inputs, unclear requests, and scenarios where the agent needs to ask clarifying questions or gracefully handle confusion.

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After the Call

  1. Go to the Conversations tab in your dashboard
  2. Find your test call (look for the phone icon)
  3. Review the transcript for accuracy
  4. Check that goals were tracked correctly
  5. Verify any actions or automations triggered as expected
Keep notes on what worked and what needs improvement for each test call.

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Common Issues

Check that your selected phone number is active and properly configured in Telephony → Numbers.
Try calling from a different location or device.
Wait a few moments after the call ends for processing. If it still doesn’t appear, try another test call.
This is normal - phone networks process audio differently than web calls. Test multiple times to ensure consistency.
Once your phone tests are successful, you’re ready to launch your agent to customers!