TABLE OF CONTENTS

• Test bot configurations before publishing
  • Preview a bot in Web Chat
  • Preview a bot on other messaging channels

This article provides information about previewing bot configurations before publishing. You can use the preview configuration to test your bot with different deployment channels and sample data before making it available to customers.

Prerequisites

• Ensure that you have permission to manage bots in AI Agent Studio.

Test bot configurations before publishing

Previewing your bot before publishing helps ensure that it behaves as expected across supported deployment channels. The Preview configuration feature allows you to test draft bot changes without exposing them to end users.

Depending on the deployment channel, you can:

• Preview the bot using sample values for default and custom properties.
• Test draft bot changes before publishing.
• Validate the bot experience for specific channels.
• Simulate customer interactions before deploying the bot.

Note: Preview configuration works for all supported bot deployment channels, including Web Chat and other messaging channels.

Preview a bot in Web Chat

If you configure bot in Web chat, the Preview configuration page lets you assign sample values to the default and custom properties used by your bot. This helps you validate how the bot behaves with different customer data, such as locale and user information, before deployment.

The page includes several default properties, such as Email ID, Mobile phone, External ID, Work phone, Title, Address, Locale, and Timezone. You can also assign sample values to custom properties configured for your bot.

To preview a bot in Web Chat:

1. Go to AI Agent Studio > Bots.
2. Select the bot that you want to preview.
3. Click Preview to open the preview window.
4. Interact with the bot to verify that the conversation flow behaves as expected.
5. To simulate different customer scenarios, click the Settings tab and select Preview configuration.
6. Enter sample values for the required default and custom properties.
7. Click Save.

Note:

• To use custom properties during preview, enable the Use in JS option for the required custom properties. For more information, see Set up custom properties in the bot builder.
• If your bot uses ticket properties, include them in the bot flow before previewing the bot. For more information, see Ticket properties.
  After saving the preview configuration, return to the Preview window to continue testing your bot.

Preview a bot on other messaging channels

For messaging channels such as WhatsApp, Facebook Messenger, and Instagram, preview configuration lets you control the contacts that can access the draft version of your bot.

By default, customers interact with the published version of the bot. Only the contacts that you configure for preview can access and test the latest draft version. This enables you to collect feedback and validate changes before publishing them to all customers.

To configure preview contacts:

1. Go to AI Agent Studio > Bots.
2. Select the bot that you want to preview.
3. Click the Settings tab and select Preview configuration.
4. Click Add contact.
5. Select one or more contacts who should preview the bot.
6. For each contact, choose whether they should use the Published or Draft version of the bot.
7. Save your changes.

Tip: Add members of your team as preview contacts to test the bot and gather feedback before publishing.

Note: To preview a draft version for an existing customer, the customer must have previously interacted with the bot on the same messaging channel.