Testing Voice AI Agents with Web Call

What is Web Call Testing?

Web Call is a browser-based feature that allows you to test your Voice AI agents directly from within your CRM. Instead of requiring a purchased or assigned phone number, you can use your computer's microphone and speakers to simulate a conversation. This method is designed for validation and refinement, letting you review prompts, conversation flow, and agent responses before connecting the agent to live telephony.

Key Benefits

Using Web Call for testing offers several advantages during the setup and development phase of your Voice AI agent.

• No Phone Number Needed: Begin testing immediately without provisioning a phone number.
• Rapid Validation: Launch a test call in seconds to hear how your agent interacts in real-time.
• Ideal for Development: It's particularly useful when initially building an agent, allowing for quick iterations on prompts and logic.
• Actionable Feedback: After each test, you can review detailed logs, call transcripts, and recordings to identify areas for improvement.

Web Call vs. Phone Call Testing

It's important to understand the different purposes of these two testing methods.

Use Web Call for:

• Testing from your browser during the development stage.
• Reviewing greeting messages, prompts, and conversational logic.
• Validating most configured agent actions.
• Iterating on agent design before final telephony setup.

Use Phone Call testing for:

• Validating the full telephony path with an actual phone number.
• Testing inbound call routing and number assignment.
• Confirming call transfer functionality.
• Conducting final, production-like testing before going live with customers.

Web Call does not replace phone-based testing. Always perform a final test using a real phone number before deploying your agent for customer use.

Prerequisites

To use Web Call, ensure the following requirements are met:

• You have access to the Voice AI section of the CRM.
• The Voice AI agent you wish to test has already been created.
• Your computer has a working microphone.
• You are using a modern web browser (like Chrome, Firefox, or Edge).
• Your browser and computer operating system are set to allow microphone access for the CRM website.

How Web Call Works

When you initiate a Web Call test, the CRM uses your logged-in user profile to create a contact record for the simulated caller. You can test nearly all of your agent's configured actions and conversation paths. After the test concludes, you can find the call logs, transcripts, and recordings within the Voice AI activity logs for review. These test calls are for development purposes and are not included in your main dashboard analytics or performance metrics.

Supported Features and Limitations

Supported During Web Call

• Testing all prompts and messages.
• Validating the overall conversation flow and branching logic.
• Testing most agent actions (e.g., collecting information, updating contact details).
• Reviewing transcripts and recordings post-call.

Not Supported During Web Call

• Call Transfer: The action to transfer a call to another number or user cannot be tested in a Web Call. This must be validated using Phone Call testing.

How to Set Up and Run a Web Call Test

Follow these steps to test your Voice AI agent using Web Call.

1. Navigate to AI Employee and then select Voice AI in your CRM.
2. Open the specific Voice AI agent you want to test.
3. Locate the testing panel for the agent. You will see options for both Phone Call and Web Call testing.
4. Select the Web Call option.
5. When your browser prompts you for permission, allow access to your microphone.
6. Begin speaking to start your test conversation with the agent.

Reviewing Test Results

After your Web Call ends, you can analyze the interaction. Go to the agent's logs or activity history within the Voice AI section. Here you will find a complete transcript of the conversation and a recording of the audio. Use this information to fine-tune your agent's prompts, responses, and configured actions.