The Playground is a sandbox chat. Use it to test changes before customers see them — tweaking prompts, adding sources, or trying out new tools and custom actions.
Open the Playground
On any agent, click the Playground tab. You get a full chat interface that talks to the same agent your customers chat with — but in an isolated sandbox.
Note
Playground conversations show up in the Conversations list and fire any of the lead-capture or notification side effects.
What to test
- Edge cases — questions you'd expect to confuse the agent. Off-topic asks, deliberately vague prompts, hostile users.
- The 5 most common questions your customers actually ask. If the agent nails those, you're 80% there.
- Tool calls — questions that should trigger an Agent Action ("can you escalate this?", "book me for Tuesday at 3pm").
- Boundaries — try to get the agent to talk about something off-limits. If it does, harden your system prompt.
A useful test pattern
PlaygroundIterating in the Playground
What's your refund policy?
We offer full refunds within 14 days for any reason. After 14 days, we look at it case by case. Want me to start a refund for you?
I bought 3 months ago. Can I still get one?
Refunds after 14 days are case by case. Could you share what's going on? I can flag it to our billing team if there's a fairness case to make.
Iterating
The fastest improvement loop:
- Ask the agent a question
- If the answer is wrong or weak, identify which is the issue:
- Tone or behaviour → update the system prompt
- Missing knowledge → add a source
- Should have done something → add or fix an Agent Action
- Reload the Playground (top right) and retry
Tip
Keep the Playground open in one tab and Settings or Sources in another. The fast feedback loop is what makes great agents.