Test your receptionist
A browser test checks the conversation. A call to your business line checks the full phone route. Do both before going live.
Make a browser test call
Section titled “Make a browser test call”- Open the agent’s test-call control while signed in.
- Allow microphone access and select your microphone and speaker.
- Introduce a realistic request. Include pauses and corrections, as a caller would.
- End the call and open the resulting record in Calls.
- Compare the summary, outcome, and requested follow-up with what you said.
Browser test calls use minutes. Individual calls have a 20-minute maximum. Check billing and usage if a test cannot start.
Try these scenarios
Section titled “Try these scenarios”| Scenario | What to check |
|---|---|
| Common service question | The answer matches your current information |
| Unknown price or policy | The agent avoids inventing an answer |
| Message for your team | Name, callback details, and reason are correct |
| Outside business hours | Expectations match your hours and response policy |
| Request for a person | The configured handoff or message-taking behavior works |
| English or Spanish conversation | Language and collected details are appropriate |
Test the real phone route
Section titled “Test the real phone route”After forwarding is enabled, use another phone to call the business number. Check audio in both directions, your greeting, a full message, the call record, and notifications. A successful browser test does not prove carrier routing works.
Test busy and no-answer forwarding separately. Confirm what happens when a destination cannot answer. Avoid test scenarios that contact emergency services or people who are not expecting the call.
If a test fails
Section titled “If a test fails”Check microphone permissions, usage allowance, and saved agent settings. For routing problems, disable forwarding while you diagnose the route. See troubleshooting and provide the call ID to support.