THIS ARTICLE IS IN PREVIEW FOR OUR UPCOMING AI AGENT FEATURES.
What is the Playground?
Playground lets you safely test your AI bot before using it with customers. You can chat freely, experiment with responses, and ensure everything works as expected—without impacting real customers.
How to test your bot:
Chat directly: Type questions and see how your bot responds.
Replay past conversations: Import previous customer interactions using the Replay button, found below any customer message on any conversation. This helps you test how your bot would handle real-world scenarios.
Understanding AI responses with the "Sources" modal:
Every time the AI agent responds, you can review why and how it generated the reply. Click on the Sources icon (</>) located in the toolbar beneath every AI-generated message.
A modal window will appear, showing all the knowledge and context your AI used to reply.
Revising answers
Revising an answer lets you add an AI training response to the knowledge library when the agent gives you misinformation or a bad response in the playground.
Managing AI knowledge:
If you notice issues, such as repetitive canned responses, visit the Knowledge page. There, you can easily exclude or edit problematic knowledge sources, helping your AI respond more naturally and effectively.
