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Why simulate conversations?

Testing AI conversations manually is time-consuming and often misses edge cases. It helps you:
  • Test how your AI maintains context across multiple exchanges
  • Evaluate responses to different user emotions and behaviors
  • Verify proper use of business context and policies
  • Identify potential conversation dead-ends

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1. Create a realistic scenario and be specific about the situation you want to test

  • Customer requesting refund for a defective laptop
  • New user needs help configuring account security settings
  • Customer confused about unexpected charges on their bill

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2. Define the user persona

  • Frustrated customer seeking refund
  • New user needing security help
  • Confused customer with billing issues
Mix different emotional states and expertise levels to test how your agent adapts its communication style.
After defining the user persona, select the field where your agent’s replies come from: Response configuration

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3. Advanced settings (optional)

  • Maximum number of turns: Set a limit for conversation turns. If no value’s set, the simulation ends when complete
  • Reference tools: Attach any tools you want to test with the simulation. You can learn more about setting up tools here
  • Reference context: Add context sources to enhance conversations. Learn more here
Workflow simulation - advanced settings

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Example simulation

Here’s a real-world example of a simulated conversation: Live simulation