Testing the end user's messaging experience

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When you create or update your messaging configuration for the Web Widget or mobile SDK channels, you can—and should—test the setup to experience messaging conversations from the end user's perspective.

This article includes these sections:

• About testing the end user's messaging experience
• Testing a standard messaging Web Widget

Note: This article describes testing the default messaging experience on a channel that does not use an AI agent. For information on testing AI agents, see Testing an AI agent before publishing it for customers.

About testing the end user's messaging experience

When you're creating or editing a Web Widget or mobile channel with the default messaging response, and that channel is not using an AI agent, the preview panel displays a basic preview of how an interaction might appear to your customers. This is useful for getting a general idea about the customer experience, but doesn't provide a complete picture.

Testing a standard messaging Web Widget

You can preview the full customer experience by launching a separate testing window. You can use the testing window at any point during the widget creation or editing process.

Note: The Link to another answer step type does not work in the preview panel.

To test a default messaging response

1. Create and configure a new Web Widget, or open the widget you want to update and make your changes.
2. At the top of the preview panel, click Test it now.

   

3. Click the launcher at the bottom of the testing window and begin interacting with the conversation, as if you were a customer.

   

   When you're done, you can close the window.