Testing Automations

Learn how to properly test your automations to ensure they work correctly before using them with real customers.

Learning Resources

Quick Reference - Ready to test? Follow the testing checklist below.

How do I test my automation?

Always test with a sample conversation with yourself before going live. Create test scenarios that simulate real customer interactions.

Basic Testing Process:

Create the automation but don’t activate it yet
Set up a test conversation with yourself
Send messages that should trigger the automation
Verify the automation fires correctly
Check that all actions happen as expected
Test edge cases and scenarios that shouldn’t trigger

What should I check during testing?

Testing Checklist

Trigger Testing:

Simulate inbound and outbound cases as applicable
Test messages that SHOULD trigger the automation
Test messages that should NOT trigger the automation
Try variations of triggering phrases
Test with extra words around key phrases

Action Verification:

Verify stage/status changes happen correctly
Confirm Auto Pilot state changes as expected
Check that any messages are sent properly
Verify field updates occur
Ensure tasks are created if applicable

System Behavior:

Confirm no double-trigger or loop behavior
Review conversation log to confirm correct event fired
Check that only one automation triggers per scenario
Verify timing is appropriate

Edge Cases:

Test with very short messages
Test with very long messages
Try messages with typos or variations
Test rapid-fire messages
Check behavior with special characters

What are common testing scenarios?

For Engagement Automations:

Test clear buying signals: “I’m interested”, “Tell me more”
Test non-engagement: “No thanks”, “I’m good”
Test edge cases: “Yes” as first response vs. later acknowledgment
Test vehicle-specific requests: “I need a truck”

For Wrong Number Automations:

Test exact agent message that should trigger
Test similar but different agent messages
Verify it doesn’t trigger on customer messages
Check that Auto Pilot turns off correctly

For Credit Permission Automations:

Test clear permission statements
Test hesitant or conditional responses
Verify stage changes happen correctly
Check that Auto Pilot behavior is appropriate

How do I simulate different conversation types?

Create Test Scenarios:

Happy Path: Customer responds exactly as expected
Variations: Customer uses different words but same intent
Edge Cases: Unusual responses or formatting
Negative Cases: Responses that shouldn’t trigger
Timing Tests: Multiple messages in sequence

Example Test Conversation:

Agent: "Hi! I'm reaching out about vehicle financing options..."
You (as customer): "I'm interested"
→ Check: Did "Engaged Intent" automation trigger?
→ Verify: Auto Pilot turned ON, moved to "Engaged" stage

You (as customer): "Actually, no thanks"
→ Check: Did any automation trigger? (Should not)
→ Verify: Status remained the same

What quality checks should I perform?

Before Going Live:

Triggers fire only at intended stages
Actions produce the expected status change and Auto Pilot state
No conflicting automations act on the same stage/message direction
Automation doesn’t create loops or repeated actions
All team members understand what the automation does

After Going Live:

Monitor first few real conversations carefully
Check that automation behavior matches expectations
Verify no unexpected side effects
Confirm customer experience remains positive

How do I test inbound vs outbound triggers?

Inbound (Customer) Triggers:

Send test messages as if you’re a customer
Try different ways of saying the same thing
Test negative responses that shouldn’t trigger
Verify immediate triggering behavior

Outbound (Agent) Triggers:

Wait for agent to send specific message types
Check that trigger fires on agent message, not customer response
Verify timing of when automation executes
Test with different agent message variations

What should I do if testing fails?

Common Issues:

Automation doesn’t trigger: Check stage/status conditions and trigger direction
Wrong actions occur: Review action configuration
Multiple automations fire: Check for conflicts between automations
Timing issues: Verify trigger type (inbound vs outbound)

Debugging Steps:

Check conversation logs to see what actually happened
Verify all conditions are met (stage, status, message content)
Review event logic for accuracy
Test with simpler scenarios first
Check for conflicts with other automations

How do I know my automation is working correctly?

Success Indicators:

Automation triggers only when intended
All specified actions occur correctly
No unintended side effects
Customer experience remains smooth
Team workflow improves

Warning Signs:

Automation triggers too often or not often enough
Wrong status changes occur
Auto Pilot behaves unexpectedly
Customer conversations become confusing
Team members report issues

Thorough testing prevents problems with real customers and ensures your automations improve rather than disrupt your workflow. Once testing is complete, monitor performance and be ready to troubleshoot any issues using the guidance in Troubleshooting.