Create a test
On the Tests tab, select + Test to open the Add tests panel.
Name the test
Give the test a descriptive name that summarizes the scenario (for example, “Language test” or “After-hours booking”).
Choose a channel
Select Voice or Chat from the Channel dropdown. The channel determines how the conversation is simulated.
Write a test scenario
Describe the caller’s behavior in plain language. The simulator uses this to generate realistic caller turns.Example: A customer calls and requests to speak in French during the call.
Add prompt assertions
Assertions describe what the agent should do during the conversation. After the test runs, each assertion is evaluated and marked as passed or failed.Select + Assertion to add more.Example: The agent immediately switches to French and repeats the initial greeting.
[Optional] Add tags
Add tags to organize and filter tests. Type a tag name and press Enter. A test can have multiple tags (for example,
language and french).Use tags with the Filter tests control on the Tests tab to find related tests quickly.[Optional] Configure advanced settings
Expand Advanced configuration to access optional settings:
- Simulated variant — select a specific variant to run the test against. Leave blank to use the default.
-
System actions — define actions the agent is expected to take during the conversation. See System actions below.
System actions
System actions verify that the agent triggers the right backend operations — not just that it says the right things. Each action has:| Field | Description |
|---|---|
| Action name | The system action the agent should invoke (for example, switch_language). |
| Name | The parameter name (for example, language). |
| Value | The expected parameter value (for example, french). |
| Type | The parameter data type — String, Number, or Boolean. |
Best practices
- Name tests descriptively – use names that describe the scenario, not the expected outcome (for example, “Caller cancels booking” rather than “Test 1”).
- Cover happy paths and edge cases – include both successful flows and failure scenarios (invalid input, missing data, handoff triggers).
- Use system actions for backend verification – don’t just test what the agent says; verify it triggers the right actions with the right parameters.
- Use real conversations as a starting point – save cases from Conversation Review to test against real-world scenarios.