As you design and implement a bot, you can use the Preview and Bot Logs tools, respectively, to preview the conversational experience and to debug issues. These tools assist you with early testing and debugging, so you can verify the conversational flow is working as expected as you build the bot. Notably, the tools don’t require that you deploy an agent connector for the bot because the conversation doesn’t go through Conversational Cloud. The conversation only flows between the tool and the underlying bot server.
In contrast, the Conversation Tester tool is designed for testing and debugging after deployment. You can use the tool to:
- Test the end-to-end flow after you have finished building and deploying a bot
- Debug a deployed bot
The Conversation Tester lets you quickly start a conversation and view both the conversation and the debug log side by side.
With the Conversation Tester, the conversation travels from the Conversational Cloud channel, to Conversational Cloud, to the agent connector, to the bot server, and back again. In short, there is end-to-end testing of the entire flow over the Web.
Sometimes bots have logic that depends on data that is retrieved from the campaign used in the conversation. For example, the bot might use the engagement ID to direct the conversational flow to a particular dialog. The Conversation Tester doesn’t use a campaign, so it can’t be used for end-to-end testing of this kind of logic.
Testing post-conversation survey bots
While you can't use the Conversation Tester to directly trigger a post-conversation survey bot, you can still test survey bots using the tool: Start a conversation with a custom bot that triggers the survey bot, and bring that conversation to a close. This triggers the survey conversation.
The Conversation Tester requires that the entire pipeline for messaging is in place and ready:
- In Conversational Cloud, there must exist a bot user (an agent) that is assigned a skill.
- In Conversation Builder, the bot must have a deployed agent connector that's assigned to the Conversational Cloud bot user, and the agent connector must be online.
Access the Conversation Tester
You can access the Conversation Tester in two ways:
From within a custom bot, click on the menu bar, and select Conversation Tester.
This option is available only when the bot has an agent connector (regardless of its status). When you want to test a specific bot, this method is recommended because it automatically starts a conversation with that bot, routing it to the first, associated skill that is found.
From the bot dashboard, click Conversation Tester on the menu bar in the upper-left corner.
When you want to perform end-to-end testing (of the engagement, skill, bot agent, and bot), this method is recommended because you'll be starting the conversation by specifying the engagement to use, not the bot to use.
Access via this method does also allow you to select a skill by bot, or by skill directly.
Start the conversation
Conversational Cloud routes conversations based on skill, so to start a conversation, you need to specify the skill to which to route it.
If you access the Conversation Tester from within a bot, the tool automatically starts a conversation with that bot, routing it to the first, associated skill that is found.
It's rare to have multiple bots assigned to the same skill. However, if this is the case (i.e., you have a testing scenario configured this way), be aware that the tool will start a conversation with the first bot that is found.
If you access the Conversation Tester from outside of a bot, you'll need to explicitly select the skill and manually start the conversation.
To select the skill and start the conversation
In the Conversation Tester, in the conversation panel on the right, click Select entry point.
Select the skill to which to route the conversation. You do this in one of three ways:
Select skill by bot: Select the custom bot, then the skill. For a bot to appear in the bot list, it must be deployed and online. Once you select the bot, the skill list is filtered (narrowed) to display only the skills assigned to the bot's bot agent user. This two-step method is preferable when you want to route the conversation to a specific bot, but you aren't sure of the associated skill name.
Select skill: Select only the skill. The skill list displays all the skills available within your organization. If you know the skill name to route to, this one-step method is faster.
Select skill by campaign/engagement: Select the campaign to use. This filters the list of engagements from which you must then select the engagement. The skill tied to the engagement will be used to start the conversation. This method is preferable when you want to perform end-to-end testing of the entire Conversational Cloud configuration: engagement, skill, bot agent, and bot.
Click Start Conversation.
Start the debugger
In the conversation panel on the right, enter
Do either of the following:
- Click Run Debugger. This automatically enters the user ID for the conversation into the debugger panel on the left, and it starts the debugger.
- Copy the user ID, and enter it into the debugger panel on the left. This starts the debugger.
Use the conversation panel
Once the conversation is started, you can send messages in the conversation panel to direct the conversational flow. This works like Preview.
As you use the Conversation Tester, you can monitor two statuses:
- Connection: This is the status of the Web socket, either OPEN or CLOSE. Typically, this status is OPEN in the Production environment. But if a problem exists, the status will be CLOSE. Try reloading the page in this case. A problem with the Web socket suggests there might be an issue with the LivePerson environment.
- Conversation: This is the status of the conversation, either OPEN or CLOSE. If you access the Conversation Tester from within a bot, but the system can't automatically select a skill to route the conversation to, this will be CLOSE. Try manually selecting a skill in this case. Additionally, this status changes based on your actions in the tool, i.e., End Conversation closes the conversation, and Resume Conversation opens a new conversation.
In the conversation panel, you can perform several actions:
- Clear messages: Clears the conversation panel of all messages.
- Resume conversation: Opens a new conversation.
- Scroll to bottom: Scrolls the display to the bottom of the conversation panel.
- Reset bot session: Resets the bot session. Do this to pick up changes to the bot if made.
- End conversation: Closes the conversation.
Use a different tab
Take advantage of the ability to open the Conversation Tester in a new tab. This lets you use the tool beside other important windows.
Use the debugger
Log debug messages
Keep the Auto Update setting on if you want to continuously fetch the latest logs based on the conversation.
If you don't need the log, you can turn Auto Update off, which keeps the connection clean. In this case, you can manually refresh the log by clicking .
Show and hide debug messages
The debug log can become verbose and long, so it can be helpful to show and hide specific types of messages. Click and use the available filters to do this.
Display the debug log for a conversation
The debugger panel in the Conversation Tester can display the log for any conversation that occurred in a supported channel. Simply enter the user ID in the field provided.
To obtain the user ID, enter "display userid" in the channel (Facebook, etc.).
Print the most recent user message
To aid in debugging, you can use the
printDebugMessage scripting function in the code areas of an interaction to print messages – for example, the consumer's most recent message – to the debug log. For more on this function, see here.
Refer to the events glossary here to assist you as you debug.