Test

Preview

Version 1.0 · Last updated 2026-06-25

Take the customer's seat and try the Customer Agent yourself. Test answers, Procedures, and personalization before any of it reaches production.

This feature is in Beta and will be available soon.

Pushing a change to a live agent without checking it first is the fastest way to embarrass yourself. Preview lets you replicate any customer situation in a controlled space, ask the questions you care about, and see exactly what the agent does.

Key concepts

Conditions

The setup that shapes the Preview session: Audience, topic, Living Context state, and surface (marketing site, product, helpdesk). Same conditions a real customer would arrive with.

Conversation panel

Where you type messages and see the agent respond. Identical to what a customer sees.

Inspection panel

Side panel that shows what the agent is seeing internally: Sources used, Procedures available, Living Context values. Use this to diagnose unexpected answers.

Session log

Every Preview session is saved automatically. Share a link with a colleague, or come back later to review.

What you can do here

Type questions and watch the agent respond
Trigger Procedures to see them run end to end
Switch Audience, topic, or surface to test different paths
Inspect which Sources the agent used
Share session URLs with colleagues for review

When to use it

After updating a Source, to confirm the change shows up correctly
Before publishing a new component or Moment configuration
Before any pilot review meeting, as a quick sanity check
When the agent is giving a confusing answer in production and you want to reproduce the issue

When not to use it

You want to test at scale. Use Simulations instead. Preview is one human, one session.
You want to score the agent against expected answers. Use Quality reports.

How it works

Preview runs against the same Engine the live agent uses. Living Knowledge, Memory, Context, and Procedures all behave the same way. The only difference is that Preview sessions do not affect Analyze metrics for the live agent.

Common questions

How do I start a Preview session?

Open "Test > Preview". Set the Audience, topic, Living Context, and surface. Click "Start Preview".

How do I test how the agent treats a specific customer?

Set Living Context to that customer's profile. The agent now sees the same plan, history, and signals it would see in production.

How do I check which Sources the agent used?

Open the Inspection panel next to the chat. Every answer lists the Sources it pulled from.

How do I share a Preview session?

Copy the session URL from the address bar. Anyone with access to your Unless account can open it.

Why does the agent answer differently in Preview than in production?

Usually because the conditions are different. Check the Audience, topic, and Living Context. If those match production, the next thing to check is whether the live Sources have changed since you set up the Preview.