Test a Voice Agent Before Launch

Catch the problems before your customers do. A few minutes of testing — a test chat, a verified test call, and a launch checklist — protects customers, agents, and reports from a half-baked agent. Run it before the first launch, after every major prompt change, after knowledge updates, and whenever you add or remove tools.

Entry pointAutomation → AI Assistants → Test Phone Number

What to Test

Test area	What good looks like
Greeting	The assistant introduces itself clearly and explains the reason for the call.
Qualification	Required questions are asked in a natural order.
Knowledge	Answers match approved content and do not include guesses.
Tools	Transfers, appointment scheduling, routing, API calls, voicemail, and handoff work as expected.
Edge cases	Wrong number, busy customer, no interest, complaint, silence, interruption, and unclear answers are handled politely.
Reporting	The call appears in reports with the expected outcome, duration, and transcript details.

Add Verified Test Phone Numbers

Verified test numbers help you place controlled test calls without exposing the assistant to your live audience.

1. Go to Automation → AI Assistants → Test Phone Number.
2. Add the test user's name and phone number.
3. Complete the OTP verification step if required.
4. Confirm the number appears in the verified list.
5. Use this number for repeatable testing before launch.

If verification messages are not received, check the phone number format, country code, and whether the number can receive SMS or OTP messages. Ask an admin or support team to review if the verification request does not arrive after retrying.

Run a Test Chat

Use test chat to review the assistant's logic before placing a voice call.

1. Open the assistant.
2. Use the test or preview chat area.
3. Ask common customer questions.
4. Try incomplete answers, wrong answers, and objections.
5. Confirm the assistant follows the prompt and knowledge base.
6. Adjust the prompt, tools, or knowledge before moving to voice tests.

Test chat is useful for content and logic. It does not fully prove call quality, phone routing, audio behavior, silence handling, or transfer behavior.

Run a Voice Test

1. Confirm the test phone number is verified.
2. Open the assistant or voice test option.
3. Place a test call to the verified number.
4. Speak like a real customer, not like an admin checking a form.
5. Test at least four paths:
   • Interested customer who qualifies.
   • Customer who asks for a human.
   • Customer who asks a question from the knowledge base.
   • Customer who is not interested or asks to stop.
6. Review the call details after the call ends.

Launch Readiness Checklist

• Assistant purpose is clear.
• Prompt includes greeting, required questions, boundaries, handoff rules, and stop rules.
• Knowledge base content is current.
• Tools are attached and tested.
• Phone number routing is correct.
• Reports show the test calls.
• The team knows who handles follow-up after the assistant completes a call.
• A manager has reviewed at least one transcript and one failed-path test.

Common Test Failures

Issue	What to check
Call does not connect	Phone number assignment, telephony status, test number verification, and whether the assistant is published.
Assistant answers incorrectly	Knowledge content, prompt boundaries, and restricted topics.
Transfer fails	Transfer destination, tool configuration, availability of the human team, and call routing.
Appointment is not created	Appointment scheduler setup and required fields.
Report does not show the test call	Time range, assistant filter, phone number filter, and whether the call completed recently.

After Testing

Document the test result before publishing. Keep a short launch note with the assistant name, tested paths, tester phone number, date, known limitations, and owner approval. This helps future admins understand why the assistant was launched and what behavior was already reviewed.

Troubleshooting

If the Test Phone Number tab is hidden or you can't add a verified number, your admin needs to check your access. Failed behavior during a test — wrong answers, broken transfers, missing report rows — is usually the agent's configuration, and the Common Test Failures table is the place to start.

Contact Brixi support if OTP verification messages never arrive after retrying with the correct format and country code, or test calls to a verified number consistently fail to connect even though the agent is published and routed. Include the test number, the agent name, and when you tried.