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Testing Flows

Before activating a conversation flow for your visitors, it's essential to test it thoroughly. This guide covers how to test your flows and what to look for.

Why Testing Matters

Untested flows can:

  • Confuse visitors with unclear questions
  • Lose leads due to broken paths
  • Create a poor impression of your business
  • Miss capturing important information
  • Send incorrect notifications

Take time to test every path through your flow.

Testing in the Visual Editor

Preview Mode

The visual editor may include a preview function:

  1. Click the Preview button (if available)
  2. A chat simulation opens
  3. Go through the flow as a visitor would
  4. Observe how each step behaves

Trace Your Paths

In the visual editor, mentally or physically trace each possible path:

  1. Start at the beginning
  2. Follow each branch
  3. Note where each path ends
  4. Verify all paths lead to a proper conclusion

Testing with the Live Widget

Open the Widget

  1. Save your flow in the editor
  2. Open the chat widget on your admin panel or website
  3. Type a message that triggers your flow

Go Through the Flow

Walk through the conversation:

  1. Answer questions as different types of visitors would
  2. Try each option at choice steps
  3. Enter realistic information
  4. Complete the flow to the end

Test Multiple Scenarios

Don't just test the "happy path." Try:

Scenario What to Test
Ideal customer Complete path, all correct info
Hesitant visitor Someone who might click "not sure"
Wrong input What if they enter invalid data?
Each branch Every option at every choice
Edge cases Unusual but possible situations

Using the Preview Inbox

When testing flows that send emails, you don't want to receive real emails every time.

What is the Preview Inbox?

The Preview Inbox captures emails that would be sent during testing. Instead of actually sending emails, they appear in your inbox for review.

Accessing the Preview Inbox

  1. Look for the inbox icon in the admin panel header
  2. Click to open the Preview Inbox
  3. See all test emails captured

Preview inbox

Checking Test Emails

For each captured email, verify:

  • Recipient - Is it going to the right address?
  • Subject - Is the subject line correct?
  • Content - Does the email body contain the right information?
  • Captured data - Is visitor information included correctly?

Managing Preview Emails

  • Mark as read - Clear the notification badge
  • Delete - Remove individual test emails
  • Clear all - Remove all test emails at once

Tip

Clear your preview inbox regularly so you can easily spot new test emails.

What to Check

Message Content

For each step, verify:

  • [ ] Text is clear and easy to understand
  • [ ] No spelling or grammar errors
  • [ ] Tone matches your brand
  • [ ] All placeholders are filled in correctly

Question Steps

  • [ ] Question is clear
  • [ ] Input type matches what you're asking for
  • [ ] Required fields are marked correctly
  • [ ] Error messages are helpful

Choice Steps

  • [ ] All options are displayed
  • [ ] Options are clearly labeled
  • [ ] Each option leads to the correct next step
  • [ ] There's a path for "other" or uncertain responses

Transitions

  • [ ] Each step leads to the next correctly
  • [ ] Conditional logic works as expected
  • [ ] No dead ends (steps with no next action)
  • [ ] Loop backs work if intentional

End Steps

  • [ ] Final message is appropriate
  • [ ] Thank you/confirmation is clear
  • [ ] Visitor knows what happens next

Actions

  • [ ] Contact forms appear when expected
  • [ ] Information is captured correctly
  • [ ] Notifications are triggered
  • [ ] Redirects work (if used)

Testing Checklist

Use this checklist before activating any flow:

Basic Flow

  • [ ] Flow triggers when expected
  • [ ] First message appears correctly
  • [ ] Flow ends properly

All Paths

  • [ ] Tested the main/happy path
  • [ ] Tested each alternative branch
  • [ ] Tested "unsure" or "other" options
  • [ ] No broken connections

Information Collection

  • [ ] Name is captured correctly
  • [ ] Email is validated and captured
  • [ ] Phone number is captured
  • [ ] All other fields work

Notifications

  • [ ] Test emails appear in Preview Inbox
  • [ ] Email content is correct
  • [ ] Recipient is correct
  • [ ] Subject line is appropriate

Edge Cases

  • [ ] What if visitor tries to leave mid-flow?
  • [ ] What if visitor gives unexpected input?
  • [ ] What if visitor is on mobile?

Common Issues and Fixes

Flow doesn't trigger

Symptoms: Typing trigger words doesn't start the flow

Solutions:

  • Check that the flow is enabled (toggle is on)
  • Verify trigger words are set correctly
  • Make sure another rule isn't catching the message first
  • Try different trigger words

Step skipped or wrong path taken

Symptoms: Conversation jumps to unexpected step

Solutions:

  • Review transitions in the visual editor
  • Check conditional logic
  • Look for multiple outgoing connections
  • Verify default path is set

Information not captured

Symptoms: Visitor data doesn't appear in notifications

Solutions:

  • Verify step type is "Question" not "Message"
  • Check that collection is enabled
  • Confirm field mappings are correct
  • Test with valid input formats

Notifications not received

Symptoms: No email when flow completes

Solutions:

  • Check Preview Inbox for captured emails
  • Verify notification is configured on the right step
  • Check notification email address
  • Look in spam folder for live tests

Flow feels awkward

Symptoms: Conversation doesn't flow naturally

Solutions:

  • Read messages out loud
  • Simplify complex questions
  • Add transition messages between sections
  • Break up long steps

Going Live

Once testing is complete:

  1. Final review - One last pass through the entire flow
  2. Enable the flow - Toggle it on
  3. Monitor initially - Watch the first few real conversations
  4. Check notifications - Verify real leads are captured
  5. Gather feedback - Ask customers about their experience

Start Small

If you're unsure, enable the flow during low-traffic hours first. This limits exposure while you verify everything works in production.

Iterating After Launch

Testing doesn't end at launch:

  • Review conversations - Look at how real visitors interact
  • Track completion rates - How many visitors finish the flow?
  • Listen to feedback - Customers may point out issues
  • Refine continuously - Make improvements based on data

Next Steps