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Test a Workflow

  • Published on May 6, 2026
  • 1 minute(s) read
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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.

Chat conversation showing customer support interaction and workflow completion message.

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:

  1. Workflow Complete confirms the workflow finished successfully without triggering a handoff or session close.

  2. 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.

  3. Handed Off confirms the handoff was initiated.

  4. Session Closed appears when the workflow ends with a Close Session or Close with Followup stop.

  5. 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 tester lets you simulate different conversation contexts using the controls at the top of the Test panel.

Channel sets the channel for the test conversation. Switching between Chat, Email, SMS, and other channels affects which conversation variables are available and how the workflow behaves for channel-specific steps. When testing an email workflow, additional fields appear for Entry Point, Email Subject, Email From Address, Quoted Content, and Page URL.

Authentication state lets you simulate an authenticated or unauthenticated customer session.

Use the reset 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.

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