The workflow editor includes a built-in tester that lets you simulate a conversation against your workflow before connecting it to a trigger. The tester runs only the workflow you're currently editing, so you can test freely without affecting live conversations or creating items in conversation review.
How to use the tester
The tester is in the Test tab of the right panel in the workflow editor. To start a test, type a message in the Enter message field and press enter.
As the workflow runs, you'll see the simulated conversation build out in the panel. When the workflow ends, you'll see one of the following:
Workflow Complete confirms the workflow finished successfully without triggering a handoff or session close.
Handoff summary appears when the workflow ends with a Handoff to Human or Go to Agent/Guide stop. It includes a brief description of what the workflow passed along.
Handed Off confirms the handoff was initiated.
Session Closed appears when the workflow ends with a Close Session or Close with Followup stop.
Follow-up summary appears alongside Session Closed when the workflow used Close with Followup, and confirms that a follow-up was scheduled.
Configuring the test
The controls at the top of the Test panel let you simulate different conversation contexts before sending a message.
Channel sets the channel for the test conversation. Available options are Chat, Email, SMS, Voice, Voicemail, Facebook Messenger, WhatsApp, and Instagram Direct. Switching channels affects which conversation variables are available and how the workflow behaves for channel-specific steps.
Select a customer lets you simulate the test as a specific customer by searching for an existing customer profile. Use this to verify workflows that depend on Customer Profile data (such as name, email, phone number, or custom attributes) or that run action adapters using customer context. Always use a test profile to avoid impacting actual customers.
Authentication lets you simulate an authenticated or unauthenticated customer session.
Entry Point lets you select an entry point for the test conversation.
Page URL lets you specify a page URL for the test context.
Persistent Memory shows any values stored by Remember steps during the current test session. Use the Clear button next to it to reset remembered values without restarting the conversation. This is useful when testing workflows that use Memory, so you can verify behavior both with and without previously stored values.
Use the Restart from beginning button to clear the current test conversation and start fresh.
The tester runs entirely in memory
It does not create a real conversation, produce conversation items in conversation review, or trigger any live actions in your Gladly configuration. It is safe to test as many times as needed before going live.