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Build → Playground is a safe test area for your project. Choose a chat or voice workflow, try a conversation, and fix problems before a website visitor, caller, or campaign recipient can reach your AI Agent.

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What you can test

  • Chat workflows — send messages, inspect the agent’s replies, and verify knowledge retrieval, variables, tools, and handover behavior.
  • Voice workflows — start a voice test, speak naturally, and check turn-taking, interruptions, audio settings, and the path to completion.
  • Customer context — when the test surface asks for a customer profile, use a known profile to validate personalization and the unified customer record.
  • Workflow selection — the workflow picker distinguishes Chat and Voice flows. If a flow is missing, confirm its type and that it belongs to the current project.

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Run a test

1

Open Playground

From the project sidebar, select Build → Playground. The page loads the workflows available to the project.
2

Choose a workflow

Select the Chat or Voice workflow you want to exercise. Use the edit action beside the selected workflow if you need to adjust its nodes.
3

Test the happy path

Start with the normal customer journey: greeting, intent discovery, knowledge answer, and the expected completion action.
4

Test failure paths

Try an unknown question, missing required information, a tool error, a request outside scope, and an explicit request for a human.

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A useful test matrix

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Before going live

  1. Confirm the workflow is the one attached to the intended channel, inbound, or campaign.
  2. Verify the required knowledge sources, integrations, and workflow tools are configured.
  3. For voice, preview the selected TTS setup in Voice Lab.
  4. Publish the workflow from the designer. Playground can exercise a draft, but live traffic uses the published version.
  5. Send a real, low-risk test through the target channel and confirm the resulting thread in Conversations.
Do not use real customer secrets or irreversible production actions while testing. Use test records and destinations, especially for email, messaging, order updates, and CRM writes.

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If a workflow is not listed

Check that you are in the right organization and project, that the workflow is a Chat or Voice workflow rather than a template, and that the page has finished loading. Create a workflow under Workflows if the project has none.