The Playground tab lets you chat with your agent before any customer does. It uses the same engine as the widget, plus a debug panel that shows exactly which knowledge the agent used.
Run a test
Open the agent and go to Playground
Ask the questions your customers ask
Type into the box and press Enter. Try real questions from your inbox, for example “Is Acme Cam waterproof?”, “How do I reset my Acme Lock?” or “Where is order A1001?”.
Check each answer and its sources
Every reply shows its confidence, intent, response time and token count.
Click Reset conversation to start fresh
Retrieval debug
The Retrieval debug panel explains the last answer:
- Tier and model
- Which model tier answered, how complex the question looked, and the detected intent.
- Rewritten:
- The question as the agent searched for it, rewritten to stand on its own using the earlier conversation.
- Integration matched:
- Which API action the agent chose, if any, followed by the request it made and the response it received.
- Sources
- The knowledge chunks retrieved, numbered, with their title and the first part of their text.
If the panel says “No sources retrieved — add knowledge or rephrase.”, the agent found nothing relevant, and the answer came from the fallback. Add the missing content on the Knowledge tab.
Good to know
- It tests your draft. Unpublished persona and appearance changes are used here, so you can check them before you click Publish changes.
- It counts toward your quota. Each AI reply in the playground is one message, like on your site.
- It doesn't trigger webhooks, so playground chats never reach your CRM.
- Anyone with the Agent role or higher can use the playground. Viewers can't.
Troubleshooting
›The right source is retrieved but the answer is still wrong
The content may be ambiguous or out of date. Fix it at the source, or add an exact answer in the answer bank, which the agent prefers.
›The wrong page is retrieved
Switch off irrelevant sources on the Knowledge tab, or add a Q&A pair phrased the way customers ask.
›"Monthly message quota reached"
Playground replies count toward your plan's monthly quota. See Billing and plans.