Preview
The Preview tab runs the real widget, not a simulation. It loads the same embed script your visitors load, with the same agent id, inside a frame. What you see is what a customer gets.
Preview has two controls: a Desktop and Mobile toggle, and Open in new tab for a full-page version you can share with a colleague. Test on Mobile as well as Desktop, because a widget that sits comfortably beside your content on a laptop can cover most of a phone screen.
Six questions to ask
Ask these six in order. Five you already know the answer to, and one you know the agent cannot answer.
The one every customer asks
Whatever your team answers twenty times a week. If the agent cannot do this one well, nothing else matters.
One that needs a number
A price, a delivery window, a limit. Numbers are where a confident wrong answer does the most damage, and where a stale source shows up fastest.
One phrased in the customer's words
Use the term a person would use rather than your internal name for the thing. This is the question your site search fails.
One that spans two pages
Something whose answer is half on one page and half on another. Retrieval either brings both or it does not.
A follow-up that depends on the previous answer
Ask “and what about the other one?” without repeating the subject. This tests whether the agent carries context, which is the difference between a conversation and a search box.
One you know it cannot answer
Check that it says it does not know and offers a next step, rather than producing something plausible.
Test the difficult conversations
Happy paths pass by default. These conversations decide whether the agent is safe in front of customers.
- Interrupt it. On voice, cut in halfway through an answer. It should stop and listen rather than finish its sentence.
- Change the subject. Mid-topic, ask about something unrelated, then come back. Context should survive the detour.
- Ask it to do something it has no tool for. It should say it cannot, not claim it did.
- Ask for something private. If you have not set up customer identity, it should decline rather than accept “I am the account holder” as proof.
- Be difficult. Be vague, be annoyed, repeat yourself. Check it moves the conversation somewhere rather than looping.
- Ask it what it is. It should say it is an AI. If you have turned on the disclaimer, check that it reads well aloud as well as on screen.
Diagnose a bad answer
Run a trace before you rewrite the prompt. Most bad answers are not prompt problems, and the trace tells you which kind you have in about ten seconds.
| What you saw | Check first |
|---|---|
| It said it did not know something you published | Run a trace. If nothing comes back, it is a knowledge problem, not a prompt problem. |
| It gave an out-of-date answer | Trace it and read the Origin field. Two sources probably disagree and the stale one matched better. |
| It answered from the right page but got it wrong | This is the prompt. Usually being helpful outranked being accurate. |
| It was too long, or unreadable aloud | The Voice block of the prompt. See Prompts for voice agents. |
| A tool did nothing, or ran twice | The Tools block, and the action definition itself in HTTP actions. |
| The widget did not appear on your own site | Allowed domains. Duvi matches on hostname, so www must be listed separately. |
Pre-launch checklist
Run this list once more before the agent is live.
- Knowledge status reads Ready, not Indexing or Failed.
- Your domains are in allowed domains, including the
wwwversion if you use it. - The first message says something useful, and the disclaimer says what you want it to say.
- It declines gracefully on the question you know it cannot answer.
- When it cannot help, it does the thing you told it to do next, and you have watched that happen. See Give the customer a next step.
- You have looked at it on a phone.
After launch, the list that matters is the questions the agent could not answer. That is in Conversations and insights, and it is written by your customers.