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The Simulator allows you to test AI chat or email interactions. You can create a new simulated conversation to see how the system responds in real-time. You can also use the simulator to test changes to your AI Agent’s behavior, knowledge, and actions before publishing them.

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How to Start a New Conversation

Click + New Conversation. You will see a pop-up window with two channel options:
  • Chat
  • Email

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Chat Channel

1

Select Chat

Select Chat as your channel.
2

Enter email (optional)

Optionally, enter an email address if you want to link the chat to a specific user.
3

Include unpublished changes

Toggle the Include unpublished changes option to either test your changes before publishing them or test the live configuration.
4

Start

Click Start. You’ll be redirected to the Chat Simulator, where you can test real-time interactions between the AI and a user.
Chat Simulator Setup

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Email Channel

1

Select Email

Select Email as your channel.
2

Enter recipient

Enter the recipient’s email address.
3

Add subject

Provide a Subject line.
4

Add CC (optional)

Optionally, add CC Address.
5

Include unpublished changes

Toggle the Include unpublished changes option to either test your changes before publishing them or test the live configuration.
6

Start

Click Start. You’ll be redirected to the Email Simulator, where you can send and receive simulated email exchanges.
This feature is ideal for validating Specialist behavior and fine-tuning instructions before going live.
Email Simulator Setup

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Simulator Interface

Once inside the simulator, you can:
  • Send test messages as a user or agent.
  • Observe how the Specialist responds to inputs.
  • Test handoff conditions, response logic, and conversation flow.
Tickets created via the simulator will not be shown inside your inbox.

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See also

  • Specialists: Create topic-specific AI behavior
  • Knowledge: Add knowledge sources for the AI
  • Actions: Configure automated and manual actions
  • Publishing: Publish changes to your AI Agent’s behavior, knowledge, and actions