Chatting with an Agent
Before you connect an agent to WhatsApp, Slack, or any other channel, talk to it yourself first. The chat page is a private space to try your agent exactly as a customer would experience it, and nothing you say here reaches your real customers or channels.
Open it by clicking Chat on an agent’s card on the Dashboard, or from the back arrow inside the agent’s settings.
Conversations
Section titled “Conversations”Each chat you start appears as a tab in the left-hand list. Run several test conversations side by side, try different questions or scenarios, without losing your place in an earlier one. Click New chat to start a fresh conversation; use the small x on a tab to close it.
If a conversation is still thinking, a small pulsing indicator shows next to its tab — start a new one and come back once it’s finished.
Sending messages
Section titled “Sending messages”Type into the message box at the bottom and send, just like any messaging app. You can also drop images or files directly into the box, which is handy for testing how your agent handles a photo, PDF, or document the way a real customer might send one. If your workspace has voice support enabled, record a voice message and it gets transcribed automatically.
A “thinking” indicator shows while the agent composes its reply.
Some agents have skills that run in the background: looking something up, completing an action. When that happens, a Tasks button in the top bar shows how many are pending or currently running, with a live counter badge. Click it to open a side panel listing each task and its status.
If a conversation has generated files, through a code or document skill, for example, the Files button opens a side panel where you can browse and download them.
Testing as a specific customer
Section titled “Testing as a specific customer”If your agent recognizes the customer’s phone number, a Phone control appears in the top bar. Use it to simulate chatting as a specific test phone number. That’s useful for checking behavior that depends on knowing who the customer is, like looking up their order history.
Reconnecting
Section titled “Reconnecting”To save resources, the chat connection disconnects automatically after 5 minutes of inactivity. When that happens, a Chat disconnected message appears; click Reconnect to pick the conversation back up.
The session ID
Section titled “The session ID”Below the conversation list sits a short technical identifier for the current conversation. You generally won’t need it. But if you ever contact support about something unexpected an agent did, click the copy icon next to it and include it in your message — it helps our team find exactly what happened.