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Why Test with Phone Calls

Use phone testing if your agent will be deployed on a phone number. The web simulator is faster for iteration, but a real phone call is the only way to verify voice quality, timing, answering machine detection, and transfer flows over the actual telephony path.
Phone testing is not a substitute for real-world experience — it validates the technical path, not how your agent handles real callers. Always review live conversations after launch and iterate from there.

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Use This Page Before A Live Telephony Launch

If customers will call a real phone number, run at least one phone test before launch even if web simulator tests already passed.

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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

Choose Phone call

In Test type, select Phone call.
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 international format with country code (e.g., +1 for US).
5

Configure AMD (optional)

Choose Answering Machine Detection (AMD) mode.
6

Start the call

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

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What to verify during the call

Response Time

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.

Tools & transfers

Trigger custom tools, bookings, or transfers to confirm they still fire during a real phone call.

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 prompt 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 tools 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 → Phone 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 — the phone network processes 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!

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Next Steps

Web & Chat Testing

Test your agent in the browser for fast iteration

Phone Numbers

Deploy your agent to production phone numbers

Debugging

Troubleshoot issues with conversation logs and diagnostics