How to test an agent before putting it in service
Chat with the AI agent on a test screen and see how it responds before making it available to customers.
2 min readBasicUpdated on November 12, 2026
Where to find it in Cognizy
Video lesson coming soon. For now, follow the steps below.
On the test screen, you chat with the agent as if you were a customer. It uses the same prompt and the same knowledge base as the real service, but nothing is sent to anyone: scheduling, charges, and sends are only simulated.
Where to find it in Cognizy
Before you start
- Set up the agent and add documents to the knowledge base first.
- Each test reply uses AI credits, just like in live service.
- Set aside three or four questions customers ask every day.
Step by step
- Step 1:
In , click Test agents. This opens the AI Playground.
- Step 2:
In Tested agent, choose the agent. The screen already opens with the default agent. The notice above the field reminds you that, in the test, queries run for real and actions like scheduling or charging are only simulated.
- Step 3:
On the Chat tab, type a question the way a customer would and click Send.
- Step 4:
Read the reply and compare it with what’s in the knowledge base: are the price, hours, and tone correct? Keep the conversation going to test other questions.
- Step 5:
To see where the reply came from, click Details. There you’ll see the knowledge base excerpts the agent consulted and the actions it would take.
- Step 6:
To start over from scratch, click Clear. If the reply wasn’t good, adjust the agent’s prompt or the knowledge base document and test again.
How to know it worked
The agent replies on the test screen using information from your knowledge base. When the most common questions come out right, it’s ready to help customers.
If something goes wrong
"Error: failed to get response" appeared.
Send the question again. If the error continues, check Settings › Plan and usage to see if there are still AI credits left.
The agent replied that it doesn’t know, or it made up the information.
The answer isn’t in the knowledge base, or it’s in a document that’s too large. Create a short document just about that topic and test again. On the RAG Search tab, you can see which excerpts the knowledge base returns for the question.
The agent I want to test doesn’t appear in the list.
The list shows the agents created in Company › AI Agents. Create the agent there and return to the test screen.
Next step
Choose whether the AI answers customers on its own, together with flows, or only with flows.
Sign in with your Cognizy account to save your progress.
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