AI agents
Playground.
Test real answers from your agent and adjust its settings before customers see them.
The Playground is a private chat with your agent. It uses the agent's real knowledge, but nothing you ask here reaches the inbox or your customers. Open it from Playground in the sidebar.
The left side holds the agent's settings, the right side is a test conversation. Pick which agent to test from the menu at the top.
Ask a test question
Type a question the way a customer would and press Enter. The agent answers from its knowledge. Under each answer, sources used shows which pages or documents it relied on. Open it to read the exact passages.
If the agent has no knowledge yet, it replies with its fallback message. Add some from Knowledge first.
Test the questions customers really ask, in the words they use. Your inbox and the unanswered questions list are the best source.
Change how it answers
Every setting applies to your test questions as soon as you type it, before you save. Change something, ask again, compare.
| Setting | What it does |
|---|---|
| Agent name | The name visitors see in the chat. |
| Short description | For your team only. Visitors don't see it. |
| Instructions | Plain-language rules the agent follows alongside its knowledge, like "Keep answers short" or "Always mention free exchanges". |
| Tone | Friendly, professional or concise. |
| Welcome message | The first message visitors see in the widget. |
| Fallback message | What the agent says when its knowledge doesn't answer the question. |
| Offer human handoff | When a visitor asks for a person or reports a problem like a damaged item, the conversation moves to the Inbox and the AI pauses. |
When you're happy, press Save changes. The website widget uses the saved settings right away. Discard throws away your edits.
Instructions shape how the agent answers, not what it knows. To teach it a fact, like a new delivery price, add it to Knowledge instead.
Publish the agent
A new agent is a draft: you can test it here, but its widget doesn't answer visitors. Press Publish agent to put it live. Press Unpublish to take it offline again. Its knowledge and settings stay.
Suggested questions
The chips under the welcome message are the agent's suggested questions. Visitors tap one to start a conversation. You can write them yourself, generate them from your knowledge, and translate them into each language. See Suggested questions.
Start over
Reset clears the test conversation. It doesn't change any settings.