Overview

Testing your Voice Agent is one of the most important steps before making it available to customers.

A test call allows you to experience the conversation exactly as a customer would. During the test, the Voice Agent calls your phone, giving you the opportunity to evaluate the call flow, responses, and overall customer experience.

Testing helps confirm that the Voice Agent:

• Uses the correct Playbook
• Follows the intended Objective and Agent Guidelines
• Asks the correct questions
• Handles non-standard situations appropriately
• Provides the expected next steps

Regular testing is one of the best ways to improve Voice Agent performance over time.

Video Walkthrough

Start a Test Call

1. Navigate to Settings > Voice Agents.
2. Locate the Voice Agent you would like to test.
3. Click the three-dot menu next to the Voice Agent.
4. Select Start Test Call.
5. Answer the call when your phone rings.

The Voice Agent will call the forwarding number associated with your account, and the Live Call page will open automatically.

Note: If multiple Voice Agents are configured, each one can be tested individually.

Verify Your Phone Number

To confirm which number will receive the test call:

1. Navigate to Call Forwarding Settings.
2. Locate the forwarding number on file.
3. Ensure you have access to that phone before starting your test call.

Testing Scenarios

To fully evaluate your Voice Agent, test both standard and non-standard conversations.

Standard Scenario

Follow the conversation as an ideal customer would.

For example:

• Complete the full Playbook flow
• Answer questions clearly
• Provide all requested information
• Follow the conversation to completion

This helps verify that the Voice Agent can successfully guide a typical customer through the intended experience.

Non-Standard Scenarios

Real customers do not always follow the expected flow. Test how the Voice Agent responds when conversations become less predictable.

Try:

• Asking unrelated questions
• Requesting a representative
• Interrupting the conversation
• Asking questions covered by the Knowledge Base
• Providing incomplete information
• Giving unexpected responses

What to Evaluate

As you test, ask yourself:

• Did the Voice Agent follow the correct Playbook?
• Did it follow its assigned objective and guidelines?
• Were the right questions asked?
• Were Knowledge Base responses accurate?
• Did the conversation feel natural?
• Did it handle interruptions and unexpected responses appropriately?
• Were the correct next steps provided?

After the Test Call

Review the conversation and identify opportunities for improvement.

Common updates include:

• Adjusting Playbook instructions
• Updating Knowledge Base content
• Improving question wording
• Refining conversation flow
• Updating routing or transfer settings

After making changes, run another test call to confirm the Voice Agent behaves as expected.

Voice Agent Testing Checklist

Before using your Voice Agent with customers, confirm the following:

✅ The correct Playbook is being used

✅ The Voice Agent follows its objective and guidelines

✅ Required questions are being asked

✅ Knowledge Base responses are accurate

✅ Non-standard scenarios are handled appropriately

✅ The conversation feels natural and professional

✅ The correct next steps are provided

Best Practice: Run a test call whenever significant changes are made to the Voice Agent, Playbook, Knowledge Base, objectives, or routing settings.

Need Help? If you need assistance with playbooks or other Copilot features, contact our Product Experts team at help@supermove.com or reach out to your Customer Success Manager