Test Your Experience

You can test your experience at any stage in your Assistant build or optimization to understand how it will interact with your customers and make changes.

To test your Assistant, select the ‘Beaker’ button in the top menu and follow the prompts to launch the Test Experience.

FAQs

The test experience won’t load

If once you have opened the test experience you see a spinner or a warning icon when you try to type in the input box, it may be because you have never trained your assistant. This will be indicated by a number counter above the train button on the main menu.

Select the train button and follow the prompts to train your assistant. Once training has completed, you should now be able to test your experience.

If you have trained your assistant and the test experience is not working or see a warning message above the training button, get in touch to resolve the issue.

How do I make changes to my experience?

If you would like to make changes to your experience: Click on the ‘Pencil’ icon to navigate to the knowledge base and your intents. To find out more about how to search for and edit intents, click here.

If you want to edit a flow, click on the Enhance Assistant menu item and then the ‘Flows’ card to navigate to your flow editors.

The test experience isn’t reflecting the change I have made

If you have made changes to your Assistant, you will need to train it on the new knowledge you have added before you can test it. This will be indicated by a number counter above the train button on the main menu.

Select the train button and follow the prompts to train your assistant. Once training has completed, you should now be able to test your experience.

If you have trained your assistant and the test experience is not working or see a warning message above the training button, get in touch to resolve the issue.

Why am I seeing multiple choice responses?

Multiple choices (referred to as Long and Short Tail) are returned in the chat when the Assistant either has multiple high or low confidence matches to the question. The multiple choices are used to ensure there are no dead ends in conversations for customers and are useful for optimizing the Assistant.

• Short tail – A high Confidence response which typically starts with “I am confident one of these”

• Long Tail – A low confidence response which typically start with “I am not confident”

For more information on how to optimize your Assistant from multiple choice responses, click here.

How do I change the feedback message?

To change the feedback message, you will need to go to the Enhanced Assistant menu, click on the ‘Settings’ card and then ‘Feedback’.

Click on the ‘Feedback’ line item in the Custom Replies table to edit the responses provided.

Once you have finished, ensure to select ‘Save Replies’ in the right-hand editing module and ‘Save Extension’ on the main page.

Why is the Assistant not returning a response to my question?

If you are receiving a low confidence message to your query (‘I'm sorry I don't seem to understand what you're asking.’), this is most likely due to the Assistant not having enough training material (alternative user inputs).

In the first instance, navigate to the Knowledge Base and search for the Q&A you think is correct. If the Q&A does not exist, create a new one. Information on how to manually add one Q&A can be found by clicking here.

If the Q&A does exist, you will need to add some additional alternative user inputs to it to help the Assistant further understand your request. To do this, click on the relevant Q&A which loads the editor.

In the Alternative User Inputs section, add the phrase/s you have asked the Assistant in the test experience and then ‘Save’. Once you have saved your changes, you will be notified to retrain your Assistant by the number counter in the top menu.