Test it and switch it on

The agent is only as good as what you've told it, and the quickest way to find the gaps is to talk to it. Try it in the test chat until its answers sound like your team, then from your own phone, then on part of your real chats — and only then on all of them.

The test chat

On a wide screen the test chat sits beside the settings; on a narrower one it's the Test chat tab. Write as a customer would — try a whole order, in any language your customers use. It answers the same on WhatsApp, Messenger and Instagram. Start over clears the chat and what it remembers.

Send a photo the way a customer would — the picture button beside the message box, or paste one in — with or without a caption. It reads the picture just as it reads one in a real chat, finds the product in it and answers about that product. Under the photo, "It sees: …" tells you what it made of it.

With nothing in it yet, it offers a few messages to start with — How much is it?, Do you deliver to Alexandria?, Is it available in size M?, My order arrived damaged, I want to order. If it has nothing to read yet, it says so: it will hand most questions to your team until you add your store's information.

It works exactly as a real chat does — the same knowledge, the same rules, the same product cards and carousels, the same order summary — except that nothing is sent, created or added to any list.

It follows your changes

The test chat answers with your settings as they are on screen, saved or not. Change a rule, a note or the reply language and, a moment later, its last answer is written again with the change — "Your changes will show in a moment…", then Updated with your changes. While you have unsaved changes it shows Testing your unsaved changes, so remember to save once you're happy.

What each answer shows

Try again under the last answer asks for a new one to the same message.

What it remembers

In a real chat the agent keeps a short memory: what it learned about the customer — their size, their city — where the chat stands (Browsing, Collecting order details, Waiting for the customer to confirm the order, Order placed, Confirmed order handed to your team) and the order it's putting together. What it remembers shows that memory for the test chat, including the order draft and anything still missing.

Test on your own WhatsApp

The test chat shows what it would say; a test number shows what your customers actually get. Open Test on your own WhatsApp under the test chat and add your number — up to 5 numbers, written the local way (01012345678) or with the country code.

Then message your store from that phone. It answers those numbers exactly as it would a customer — real replies, product cards, waitlist and orders, all in your Inbox — on the AI plan. With it off and a test number saved, the card reads "Off for customers — answering only your test numbers."

• Test numbers are WhatsApp only.
• Replying by hand in a test chat doesn't pause the agent there, so you can test from both sides.
• If it hands the chat over, press Hand back to AI in the Inbox to carry on.

Switching it on

The switch is on the Your AI Agent card at the top of the page, and it saves at once. On, the card reads "Answering every new chat on WhatsApp, Messenger, Instagram." — the channels you've ticked.

It answers new messages from then on; chats already waiting before you switched it on stay with your team.

Who it answers

Once it's on, Who it answers lets you start with part of your real chats:

• A quarter of chats or Half of chats to test it on real customers first. It answers the same chats every time — a customer never gets the AI one day and a person the next.
• Every chat once you're happy. Moving up keeps the chats it already had.

Switching it off

The same switch, any time, on any plan — it stops answering at once. Your settings, knowledge and test numbers stay as they are. Chats it marked Human needed keep the mark until you solve or hand them back.

Before you go live

• Ask it the ten questions your customers ask most, and check every answer against your own.
• Read What it understood once more: wrong delivery times or fees there become wrong answers.
• Try a whole order, a sold-out size, a damaged parcel and "can I talk to someone?".
• Decide what your team does with Human needed chats, and who checks the Inbox for them.