Rehearse in the Test chat before you go live

Before you take real conversations, rehearse in the Test chat inside Concierge. You play a customer and watch the Agent answer, qualify, and ask for a person — with no risk and no cost.

The two tabs

• Visitor — simulates a real customer. Use this to rehearse: handoff is real and lands in the Sessions queue.
• Admin — a quick chat with the Agent to check configuration; it does NOT create a handoff.

Rehearsal checklist

• A question the knowledge base answers → the Agent answers correctly, in the configured tone.
• A question it does NOT know → the Agent is honest and offers a person; it never makes it up.
• Ask for a human → the customer sees the invite and the conversation appears in Sessions as waiting.
• An attendant takes over → the customer is told a person joined; you reply directly.
• The attendant hands back → the customer is told the Agent is back.
• Business hours (if used) → inside: calls an attendant / outside: guides to the link or captures the contact.
• Lead capture → the lead shows up in the Pipeline.
• Nobody online → the Agent captures the contact instead of waiting.

When the whole team clears the checklist, go-live is ready. Telegram is an optional later step for testing with people outside the team before WhatsApp.