Test replies in the Simulator
Open the Simulator
Owners and admins open Simulator in the sidebar. Team members do not see it, and the Simulate from here and Try this buttons are hidden for them too. The Simulator needs an active subscription with a card on file; while billing is paused, or before you add a card during setup, you can still open and read existing simulations.
A simulation runs your real assistant, with your real setup, against a private copy of a customer. Nothing it does reaches anyone: no message is sent, no schedule is created, no one is notified, and the customer's real conversation, profile and phase stay untouched. What the assistant would have done is listed instead.
Start a simulation
- New simulation on the Simulator page: pick a sender, the setup to test (Live configuration, or a pending Consultant proposal), optionally a starting phase and a title. You get a new test customer with an empty chat.
- Simulate from here under any customer or assistant message in the Inbox: copies that conversation up to that point. On a customer message, the assistant answers it again; on an assistant message, the copy stops just before it and the assistant writes that reply again.
- Try this on a pending Consultant proposal: starts a simulation that uses the proposed changes, so you can see their effect before approving them.
- The Consultant, or an AI assistant connected to your workspace, can start simulations while it works on a change for you. They appear under Mine like your own, and the link it gives you opens them here (after you sign in, if you are not signed in yet).
A copy of a real conversation uses the customer's details as they are today and moves all times to now (the gaps between messages stay the same, so the time of day differs). Unless you copied from the customer's latest message, any routine or checklist in progress is reset; use Restore in the State tab to bring it back. Files saved for the customer are copied too, except very large ones (over 512 KB each, or past 2 MB in all); the copy works as if those files were missing. A banner above the chat lists these differences.
Chat as the customer
Type a message and press Reply. To test several quick messages in a row, press Queue for each, then Reply sends them together, the way a customer who types fast does. On WhatsApp senders, the paperclip attaches an image (up to 3.5 MB). While the assistant works on a turn, Reply is unavailable; the result appears by itself when it is done.
Tool steps show as small chips in the chat; click one to see what it did.
Clock moves time forward (+5m, +2h, +1d, or Custom) so you can test what happens after a pause, such as follow-ups and reminders.
Inspect a turn
The panel next to the chat (below it on a phone: switch with Chat / Inspector) has four tabs. Pick any turn from the Turn list.
- Turn: the reply, the tools used, the phase before and after, the routine and checklist in progress, the cost, and Effects: everything the assistant would have done outside the chat (send, escalate, schedule a message, notify). A scheduled message or a reminder has Fire now to run it immediately. Re-roll writes the same reply again up to 5 times, to see how much it varies.
- Rounds: each step the assistant took, with the instructions and messages it read and what it answered.
- State: change the phase, start or stop a routine, restore one from the original conversation, edit the customer's details, and fire anything waiting.
- Compare (copies of a real reply): the original reply next to the simulated one and every re-roll, with the tools and effects that differ.
Costs, sharing and cleanup
Simulated replies use AI credits like real ones. Billing shows the part of your usage spent in the Simulator ("of which simulator"). Simulated replies do not count as conversations and are left out of Stats.
Mine lists your simulations; All I can see adds the ones other owners and admins started on senders and conversations you have access to. Only the person who started a simulation can continue or delete it. A simulation is removed 7 days after its last turn, and right away when the customer it copied is deleted.
A simulation that started from a proposal keeps using the proposed setup it started with. If your live setup or the proposal changes afterwards, a banner says so; start a new simulation to test the new version.