How to test your AI Employee before going live

    CategoryAI Employee
    Article typeDocumentation
    Estimated reading time 5 min
    Last reviewedRecently reviewed
    Applies toGEVADE CRM accounts where the feature is enabled
    Access requiredAccess may depend on your user permissions
    Plan/configuration noteFeature availability may depend on your selected plan and account configuration

    Summary

    Use the Simulator interface to test FAQs, complex scenarios, restricted topics, and booking flows before enabling the AI for real customers.

    Who this article is for

    This article is for administrators who have configured the AI Employee and are ready to validate its performance.

    Overview

    Testing is the most important step in the AI setup process. You must simulate conversations to ensure the AI understands intent, uses the correct tone, accesses the right knowledge, and handles handoffs appropriately.

    Before you begin

    • Complete all AI profile setup steps
    • Define boundaries and add knowledge
    • Prepare a list of test questions

    Step 1: Step 1: Access the Simulator

    Navigate to Settings > AI Employee and locate the 'Test' or 'Simulator' interface. This allows you to chat with the AI without sending real messages.

    Step 2: Step 2: Test Basic FAQs

    Ask the AI the simple questions you provided in the knowledge base (e.g., 'What are your hours?', 'Where are you located?'). Verify the accuracy and tone of the responses.

    Step 3: Step 3: Test Complex Scenarios

    Ask multi-part questions or phrase questions unusually to test the AI's comprehension. See if it can extract the core intent.

    Step 4: Step 4: Test Boundaries and Handoffs

    Intentionally ask questions about restricted topics. Verify that the AI uses the correct fallback response and successfully triggers the human handoff protocol.

    Step 5: Step 5: Test the Booking Flow (If Applicable)

    If the AI is configured to book appointments, ask it to schedule a time. Go through the entire flow to ensure it checks availability correctly and captures necessary lead information.

    Step 6: Step 6: Review and Refine

    Based on the test results, go back and adjust your knowledge base, tone instructions, or business rules. Re-train the AI and test again until you are satisfied.

    Configuration note

    We do not guarantee AI accuracy, lead conversion, bookings, customer satisfaction, response quality, revenue, support resolution, or business outcomes. The AI Employee does not fully replace human staff. AI behaviour depends on knowledge sources, instructions, handoff rules, enabled features, connected channels, permissions, configuration, testing, and ongoing monitoring. AI-generated responses should be reviewed before relying on them for sensitive, urgent, legal, financial, medical, billing, or policy matters. The AI Employee may need human handoff for these situations. Knowledge sources must be reviewed, updated, and tested regularly. Usage charges, feature access, fair use rules, or add-on requirements may apply depending on your account setup. Always test before going live. Contact support if an option is not visible. Do not skip testing. An untested AI can provide incorrect pricing, book appointments at wrong times, or frustrate potential customers.

    Important clarification

    Only testing 'happy path' scenarios (where the user asks perfect questions) is a mistake. You must test edge cases, vague questions, and restricted topics to ensure the AI handles confusion gracefully.

    Resolution guidance

    What if the AI fails a test?

    The simulator usually provides a log showing which knowledge source it used to generate the answer. Use this log to identify and correct the faulty information in your setup.

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    Need account-specific help?

    If your question requires account access, billing review, workflow inspection, message delivery diagnosis, AI response review, or private configuration review, submit a support request with examples and screenshots.