There are two ways to hear an agent before callers do. In the Builder, the results flow back into the chat, so the assistant can fix what was heard.
Test in the browser
In the Builder action bar, press Test (Test draft while a draft is open). A drawer opens with a temporary browser call session.
Try the calls that really come in: the easy booking, the awkward question, the caller who will not get to the point.
End chat is on the session pill inside the call. The same pill shows whether the agent is Listening, Thinking or Speaking. The transcript stays on screen once the call ends, so it can be read back before the drawer is closed; the temporary session is removed, and the call is recorded for review later.
A browser test can also start from an agent's drawer: Test in browser on its Overview tab. Text-only agents do not take calls, so they have no browser-test button.
Test over a real phone
The telephone test plays exactly what a caller will hear: real network, real handset. In the agent drawer's Deploy tab, choose one of the organisation's numbers or SIP registrations under Telephone test and press Start test. The agent temporarily answers there, and the live transcript streams into the drawer during the call. Closing the drawer removes the temporary deployment again; nothing is left answering.
Results feed back into the Builder
When a browser test ends in the Builder, the call's transcript and logs go back to the assistant, which reviews what happened and proposes fixes to the draft. Confirm, apply and test again: the same loop as troubleshooting a real call.
Drafts answer tests while callers stay live
While a draft exists, every test button uses the draft, and the test drawer says so: callers stay on the live version. A half-finished redesign can be rehearsed on a real phone line while the published team keeps answering; Go live follows when the tests work as intended. See Drafts, versions & going live.
Test calls are real calls: same models, same voices, normal usage. A test that behaved differently from a live call would not be useful.