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Last updated: 2026-06-17•Location: AI Agents > AI Voice Agents > (agent card) > Test

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Testing Voice Agents

Quick Reference Keywords: Test voice agent · Web test · Browser test · Try agent · Phone test · Voice Agents 3.0

Overview

There are two ways to try a voice agent before (or after) it goes live:

  • Phone Test - place a real test call to/from the agent's phone number.
  • Web Test (Voice Agents 3.0) - talk to the agent live in your browser, with a full transcript and visibility into the tools it uses - no phone call required.

Voice Agents 3.0: The Web Test is a v3 feature. On legacy accounts you'll only see the phone test option.

You'll find both behind the Test button on an agent's card in AI Agents > AI Voice Agents.

Phone Test

For Inbound Default and Outbound Default agents:

  • Inbound: the dialog shows the agent's phone number - just call it from your phone.
  • Outbound: select an internal team member and the system places a test call to them from the agent's number.

Phone tests behave exactly like real calls.

Web Test (Voice Agents 3.0)

The Web Test lets you have a real-time spoken conversation with the agent in your browser.

Starting a Web Test

  1. On the agent's card, click Test
  2. The dialog opens on the Web Test tab (on v3)
  3. Allow microphone access when prompted
  4. Start talking - the agent responds in its configured voice

What You See

  • A live transcript of the conversation as it happens (you and the agent)
  • The tools the agent uses, with whether each behaves as real, partial, or simulated in the test
  • For debugging, a raw event log you can copy

What's Real vs. Simulated in a Web Test

Web tests are designed to be safe, so they don't create real side effects on your contacts:

  • Real: Knowledge base answers. External API tools run for real by default (you can opt to simulate their responses).
  • Simulated / dry-run: Booking, rescheduling, conditional tool actions (notifications, SMS, webhooks, etc.), field extraction, and transfers are simulated - the test shows you what would have happened without actually doing it.
  • A web test does not create a voice log and does not use call credits.

This means you can freely test prompts, tool wiring, and conversational flow without worrying about sending real notifications, booking real appointments, or charging credits.

Testing Specialists

Specialist agents have no phone number, so the Web Test is the way to try them. Open the specialist's Test button and use the Web Test tab. (The Phone Test tab will show a note explaining specialists are reached only via handoffs.)

Testing Handoffs

To test an agent-to-agent handoff, web test the main agent and steer the conversation toward the topic that should trigger the handoff. The web test performs a real handoff to the destination agent, so you can confirm the whole path - including the voice change and that the new agent has the full context.

Tips for Effective Testing

  • Test the paths your callers will actually take - greetings, common questions, booking, objections, and edge cases.
  • Watch the tools panel to confirm the agent calls the right tool at the right time.
  • Iterate on instructions, not settings - on v3 you tune behavior through the prompt (the model and audio settings are automatic).
  • Do a final phone test for inbound/outbound agents before going live, since real phone audio can differ slightly from browser audio.
  • Have a teammate test too - fresh phrasing surfaces gaps in your instructions.

Troubleshooting

Problem: I only see a phone test, no Web Test tab

  • The Web Test is a Voice Agents 3.0 feature. Your account may not be on v3 yet.

Problem: The agent can't hear me

  • Check that your browser has microphone permission for the site, and that the correct microphone is selected in your OS/browser.
  • Try a different browser if needed (desktop Chrome works well).

Problem: A tool didn't do anything in the web test

  • That's expected for simulated tools (booking, conditional actions, field extraction, transfers). The test shows what would have happened. To verify real side effects, place a phone test.

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