End-to-End Testing Strategy
Deploying a Voice AI Agent is different from deploying a Chat Agent. You aren’t just limited to testing logic but testing acoustics, latency, and patience. A script that reads well on screen might sound robotic, too long or rushed over the phone. This guide outlines the Golden Path for testing—from the first draft to post-production updates—ensuring your Native English Voice Agent, Voice Agents for Indian Languages, Arabic Accent AI Agents and Voice Agents in 80+ other languages perform flawlessly.Phase 1: The Build Phase (New Agents)
When building an agent from scratch, your goal is to validate Logic before Voice.1
Logic Validation (Chat Simulator)
Tool: Chat SimulatorBefore worrying about accents, ensure the AI Agent follows your rules.
- Happy Path: Test the ideal customer journey (e.g., User says “Yes” -> Agent books appointment).
- Unhappy Path: Test rejection (e.g., User says “No, I’m busy” -> Agent handles objection or hangs up).
- Context Check: Use the Debug Mode to ensure variables like
user.nameorlead_statusare being captured correctly from the start.
2
Acoustic Check (Web Call)
Tool: Web Call TestingOnce the logic holds, test how it sounds without spending money on telephony credits.
- Speed & Tone: Does the agent speak too fast? Is the selected voice (e.g., Riya or Aditya) too formal for a sales call?
- Dialect Verification:
- For Arabic: Speak in a specific dialect (e.g., Khaleeji). Does the agent understand? If not, add Boosted Keywords.
- For Hinglish: Speak a mixed sentence like “Mera loan application approve hua kya?”. Verify the transcription in the live chat log.
3
Pronunciation Tuning
Tool: Word ManagementIf the agent mispronounces your brand name during the Web Call:
- Go to Word Management.
- Add the phonetic spelling.
- Retest immediately via Web Call to verify the fix.
Phase 2: The Staging Phase (Pre-Production)
Before you assign this Recipe to your main business number, you must test against Real World Friction.1. The “Background Noise” Test
Method: Call the agent using the Real Phone Call method while standing in a noisy environment (or play cafe noise in the background).- Goal: Test Interruption Sensitivity.
- Fix: If the agent stops talking every time a car honks, lower the sensitivity in your Global Settings.
2. The “Latency” Test
Method: Call from a mobile network (4G/5G), not Wi-Fi.- Goal: Feel the delay.
- Benchmark: * Good: < 1 seconds response time.
- Bad: > 3 seconds.
- Fix: If latency is high, shorten your System Prompt or remove unnecessary complex logic blocks at the start of the flow.
3. The “Silence” Test
Method: Stay silent when the agent asks a question.- Goal: Verify the End Call on Silence triggers correctly (e.g., after 1 minute) or that the agent prompts you again (“Are you still there?”).
Phase 3: Making Edits (Regression Testing)
When you need to update an existing live agent (e.g., changing the pricing or adding a new holiday greeting), follow this strict protocol to avoid breaking production.1. Clone & Edit
Never edit the live Recipe directly. Clone the Recipe, make your changes, and test on a temporary number or Web Call.
2. Regression Test
Test the unchanged parts of the flow. Did adding a new “Holiday” block accidentally break the “Transfer to Agent” logic?
3. Context Simulation
Use Web Call Custom Configuration to inject variables. If your edit changes how “Premium Users” are handled, manually inject
account_type: premium in the test setup to verify the new path.4. Hot-Swap
Once validated, simply switch the Phone Number configuration to point to the new Recipe version. This ensures zero downtime.
Production Monitoring Checklist
Even after deployment, your job isn’t done. Use Post-Call Analysis to automate quality assurance.Daily: Check Post-Call Analysis logs for “Unknown” intents. If users are asking for something you didn’t account for, add a new path.
Weekly: Review Speech Recognition logs for low-confidence transcriptions. Add these terms to Boosted Keywords.
Monthly: Re-evaluate your Voice Profile. New, higher-quality voices (e.g., ElevenLabs Turbo) are frequently added to the library. Swapping to a newer model can instantly decrease latency.
Summary: The Testing Pyramid
| Layer | Method | Focus | Frequency |
|---|---|---|---|
| Top | Real Phone Call | Latency, Network, Noise | Final QA only |
| Middle | Web Call | Accents, ASR, Pronunciation | Weekly / Major Edits |
| Base | Chat Simulator | Logic, Prompts, Data Capture | Daily / Every Edit |