Test chat

The builder's right-rail Assistant panel lets you chat with the agent before the workflow is live. Test common scenarios, edge cases, and escalation paths. The test chat runs against your draft, not production data, so you can experiment freely.

Handoffs

A handoff is when the agent decides it cannot help and needs a human. The conversation appears in your Inbox with a reason ("customer asked about refund, out of policy") and the full chat history.

When the agent hands off

• It encounters a question outside its guidelines or abilities.
• A customer explicitly asks for a human.
• It hits a guardrail you set (for example, "never discuss competitor pricing").
• It is uncertain and your profile requires escalation on low confidence.

Learning from handoffs

When you respond in the inbox, the system compares your reply to what the agent would have said. If the difference is meaningful, it writes a rule to the agent profile so similar situations are handled correctly next time.

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