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The AI Playground is the conversation simulator built into every agent edit screen in AI Agent Studio. Use it to sanity-check changes before they reach a real customer — type a question, watch how the agent replies, and see whether your latest brand information, personality, instructions, and skills produce the behavior you want.

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Prerequisites

  • You already created an AI agent in AI Studio.
  • You completed at least the basic identity setup for that agent.

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Where to find the Playground

  • Open the agent you want to test in AI Agent Studio.
  • On desktop, the AI Playground panel renders next to the editor on the right side of the screen.
  • On mobile and narrow screens, switch from Editor to Playground using the tab at the top of the page.
The Playground header reads AI Playground with a Reset conversation button. Below it, a Testing as card shows who you are chatting as (Guest by default) and a Select customer button.

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Step 1: Send a test message

  • Type a message in the Playground input as if you were a customer (for example, “Do you have this bag in black?” or “Recommend a shoe for running.”).
  • Confirm the agent’s reply matches the identity, instructions, and skills you configured.
  • Send several follow-up messages to walk through a realistic conversation, not just one turn.
Test the common golden paths first (product question, order tracking, FAQ) and then try edge cases (out-of-stock items, unsupported topics, intentionally vague questions). Issues usually show up at the boundaries, not in the happy path.

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Step 2: Personalize with a customer profile

The Playground can simulate a real contact so you can test how the agent personalizes replies.
  • Click Select customer in the Testing as card.
Select customer button in the AI Playground
  • Pick a saved contact from your workspace.
  • The agent will now treat that contact’s saved data (name, language, fields you collect) as if it were a live conversation.
  • To switch to another contact, click Change.
  • To go back to a generic simulation, click Reset.

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Step 3: Reset the conversation between tests

  • Click Reset conversation in the Playground header to clear the message history and start a fresh ticket.
Reset conversation button in the AI Playground header
  • A reset clears the Playground state on both the front-end and the backend, so each test starts from the same point.

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What the Playground does and doesn’t reflect

  • The Playground uses the currently saved identity, instructions, and skills for the agent. If you change a setting without saving, the Playground will not pick it up until you save.
  • Skill behavior (Create order, Order tracking, Product recommendation, Knowledge Base lookups, and similar) is exercised end-to-end, so tool calls hit real systems where they’re configured.
  • Custom skills and Escalation rules apply in the Playground the same way they apply to customers. When the agent hands the conversation to a specific agent, the Playground shows Conversation transferred to followed by that agent’s name.
  • A custom skill that runs a bitCRM automation does not start the automation from the Playground. The agent still decides to run it and replies as it would to a customer, so you can check when it triggers and what it says, but no automation runs.
  • The Playground is the right place to catch behavior regressions before going live; it is not a substitute for monitoring real conversations once you launch.