Test Before Launch
Use the Sandbox to verify Rian's behaviour before going live.
Open the Sandbox
Go to AI Agent > Sandbox in the sidebar.
Choose a simulation mode
Select who you're simulating as using the Simulate as picker:
- New Visitor: anonymous user with no history
- Returning User: user seen before but not identified
- Known Customer: identified user with stored attributes
Start with New Visitor for most tests.
Test scenarios to run
Scenario 1: Question your knowledge base covers
Ask something your articles should answer (e.g. "How do I reset my password?"). Check:
- Confidence score is above 0.8 (highlighted green)
- The response is accurate and complete
- The correct knowledge source was used (visible in the Events tab)
Scenario 2: Out-of-scope question
Ask something outside your knowledge base. Rian should respond with your configured fallback message rather than hallucinating an answer.
Scenario 3: Escalation trigger
Use one of your configured escalation topics (e.g. "I want to dispute a charge" if Billing disputes is enabled). Rian should escalate rather than attempt to answer.
Scenario 4: Multi-turn context
Send a follow-up question that references the previous message (e.g. "Can you explain that in more detail?"). Rian should maintain context from earlier in the conversation.
Read the debug panels
After each simulation, check:
| Panel | What to look for |
|---|---|
| Session > Classification | Intent and confidence score |
| Session > Flow State | Active flow, outcome (resolved or escalated) |
| Events | Latency per step; retrieval source |
| Memory > Cold | Which knowledge base content was fetched |
Reset between tests
Click Reset Conversation to clear the session before starting a new scenario.
Iterate
If a test fails, go back to Storage and update the relevant article or add a new one. Re-run the test until the response is correct.