Playground
The Playground is a live chat with your bot that no customer sees. It's where you validate answers, tune instructions, and catch problems before deploying.
What the Playground is for#
Open a bot and go to its Playground tab. You get a real conversation powered by the bot's current model, instructions, knowledge and tools — exactly what a customer would experience, but private.
- Confirm the bot answers from the right articles.
- Check tone, language and formatting.
- Verify handoff rules trigger when they should.
- See whether attached tools fire on the right questions.
The test-and-tune loop#
Ask a real question
Use the actual phrasing your customers use — including the awkward, short or misspelled versions.Read the answer critically
Is it correct, on-brand and grounded in your knowledge? Did it hand off when it should?Adjust
Fix the source: add or edit a knowledge article, refine the instructions, or tweak a handoff rule.Re-test
Ask again. Repeat until the common questions are reliably handled.
Before you deploy#
Build a quick test set
Keep a short list of your top 10–20 real questions and run them through the Playground after any change to instructions, knowledge or model. It's the fastest way to catch regressions before they reach customers on a channel.