How to Test Your Voice AI Agent
Learn how to test your Voice AI Agent by making a real call, what scenarios to test, and how to refine your agent based on the results.
Why Test Your Voice Agent?
A voice agent talks to your customers in real time on a phone call. Unlike text, there is no time to review or edit a response before the customer hears it. This makes testing even more important for voice agents than text agents. You need to make sure the agent sounds natural, answers correctly, handles pauses and interruptions well, and transfers to a human when needed.
How to Test Your Voice AI Agent
Testing a voice agent is different from testing a text agent. Instead of using the Test Chat panel, you make an actual phone call to hear how the agent sounds and responds.
Step 1 — Assign the AI Agent to Your Chat
Open your DoubleTick dashboard.
Click on Chats in the left navigation panel.
Search for your own phone number in the chats list. If it does not exist, start a new chat with your own number.
Open the chat with your phone number.
Assign the voice AI agent you just created to this chat.
Step 2 — Call the API Number
From your phone, call your WhatsApp API number — this is the number connected to your DoubleTick account.
The call will connect and the AI agent will pick up.
The agent will greet you and start the conversation based on your voice instructions.
Step 3 — Test Different Scenarios
Once the call is connected, run through the following tests:
Test 1 — Greeting and Introduction
Listen to the agent's greeting.
Does it introduce itself by name?
Does it ask how it can help?
Does the voice sound natural and clear?
Test 2 — FAQ Accuracy
Ask a question that is covered in your FAQs.
Does the agent answer correctly?
Does it speak clearly and at a comfortable pace?
Try asking the same question in different ways to check if the agent still understands.
Test 3 — Unknown Questions
Ask a question that is not in your FAQs or websites.
Does the agent say it does not have the information?
Does it offer to connect you with a human agent?
Make sure it does not make up an answer.
Test 4 — Information Collection
If you have a Bot Tool that collects parameters (like name, phone, date), trigger it by saying the right phrase — for example, "I want to book a site visit."
Does the agent ask for each piece of information one at a time?
Does it confirm what you said before moving to the next question?
Does the journey trigger correctly after all information is collected?
Test 5 — Forward to Human
Say "I want to speak to a human" or "Can you transfer me to someone?"
Does the agent acknowledge the request?
Does it transfer the call to a human agent?
Test 6 — Language Handling
If you set the voice language to Multilingual, start speaking in one language and switch to another mid-conversation.
Does the agent switch languages with you?
Test 7 — Edge Cases
Stay silent for a few seconds — does the agent handle the pause naturally? Does it prompt you?
Interrupt the agent mid-sentence — does it handle the interruption gracefully?
Speak in a noisy environment — does the agent still understand you?
Ask unrelated questions — does the agent stay within its scope?
Step 4 — Make Changes Based on Test Results
After testing, go back to your agent and make adjustments:
Agent gives wrong answers
Check FAQs in the Knowledge tab — is the answer there? Is it accurate?
Agent sounds unnatural or too robotic
Try a different Voice Name in Settings → Voice
Agent speaks too fast or too slow
Adjust the speaking style instructions in Instructions → Voice
Agent does not understand certain questions
Add those questions as FAQs in the Knowledge tab
Agent does not trigger the right tool
Check the tool's Description in the Tools tab — make it more specific
Agent does not transfer to human
Check if Forward to Human is enabled in Settings → Voice and the Talk To Human tool is active
Agent makes up answers
Add a clear rule in your voice instructions: "Do not make up information you do not have"
Agent does not handle silence well
Add an instruction like: "If the customer is silent for more than 5 seconds, say: Are you still there? How can I help?"
Step 5 — Re-test After Every Change
After making any changes, repeat the call test.
Focus on the specific scenario you fixed.
Keep repeating until you are satisfied with the agent's performance.
Testing Checklist
Greeting
Agent introduces itself and asks how to help
☐
FAQ accuracy
Agent answers known questions correctly
☐
Unknown questions
Agent does not make up answers
☐
Information collection
Agent asks for one detail at a time and confirms
☐
Forward to human
Agent transfers the call when asked
☐
Language switching
Agent responds in the customer's language
☐
Silence handling
Agent prompts the customer after a pause
☐
Interruptions
Agent handles mid-sentence interruptions
☐
Tool triggers
Correct tools fire at the right time
☐
After Testing — Going Live
Once you are satisfied with the test results:
Go back to the AI Agents list page.
Click Settings in the top bar.
Set this agent as the Default AI Agent if it is your primary agent.
Click Save Settings.
Your voice AI agent is now live and will handle incoming calls on your WhatsApp API number.
Summary
In this article, you learned how to test your voice AI agent by assigning it to your chat and making a real call, what scenarios to test (greeting, FAQs, unknown questions, information collection, human transfer, language switching, and edge cases), how to troubleshoot common issues, and how to take your agent live after testing.
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