{"id":33055,"date":"2026-03-25T16:09:32","date_gmt":"2026-03-25T16:09:32","guid":{"rendered":"https:\/\/help.chatecommerce.com\/playground-agente-ia-chatecommerce\/"},"modified":"2026-10-21T23:50:31","modified_gmt":"2026-10-21T23:50:31","slug":"playground-ia-agent-chatecommerce","status":"publish","type":"post","link":"https:\/\/help.chatecommerce.com\/en\/playground-ia-agent-chatecommerce\/","title":{"rendered":"Playground: test your AI Agent before connecting it to a channel"},"content":{"rendered":"\n<h2 class=\"wp-block-heading\">What it is and what it&#8217;s for<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\">The <strong>Playground<\/strong> is a test chat built into your AI Agent&#8217;s settings screen. It lets you talk to the agent as if you were a customer, without connecting any channel and without any real customer seeing those conversations.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\">It works as an <strong>environment isolated from production<\/strong>. &#8220;Production&#8221; is when the agent is already serving real customers on a connected channel, such as WhatsApp, Instagram, or Messenger.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Why you need it:<\/strong> without the Playground, the only way to know how your agent responds is to connect it to a real channel. That means any configuration error, such as an inappropriate tone or an incorrect answer, reaches your customers directly.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>What you use it for:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>Validate how your agent responds before connecting it to a channel.<\/li>\n\n\n\n<li>Test changes to its behavior (instructions, tone, and responses) and see the result instantly.<\/li>\n\n\n\n<li>Repeat the same test as many times as you need, without using credits.<\/li>\n\n\n\n<li>Set up your agent from day one, even before connecting your first channel.<\/li>\n<\/ul>\n\n\n\n<h2 class=\"wp-block-heading\">Before you start<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Requirements:<\/strong><\/p>\n\n\n\n<ul class=\"wp-block-list\">\n<li>\u2713 Have your AI Agent configured.<\/li>\n<\/ul>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>\ud83d\udca1 Important note:<\/strong> you don&#8217;t need to enable anything. If your AI Agent is configured, the Playground is already available on the settings screen. Playground conversations don&#8217;t use credits from your subscription.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Keep in mind:<\/strong> Playground conversations are isolated, but the configuration isn&#8217;t. The Playground uses the same configuration as your agent. If your agent is already connected to a channel, any changes you save also apply to conversations with your customers.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">How to use the Playground step by step<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">Step 1 \u2014 Go to the agent settings<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">In the side menu, go to <strong>AI Assistance<\/strong> \u2192 <strong>AI Agent<\/strong>.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Step 2 \u2014 Find the Playground<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">The Playground appears as a chat built into the agent&#8217;s settings screen.<\/p>\n\n\n\n<figure class=\"wp-block-image size-large\"><img fetchpriority=\"high\" decoding=\"async\" width=\"1918\" height=\"868\" src=\"https:\/\/help.chatecommerce.com\/wp-content\/uploads\/2026\/03\/agente-ia-playground-espacio-prueba.png\" alt=\"\" class=\"wp-image-33050\" srcset=\"https:\/\/help.chatecommerce.com\/wp-content\/uploads\/2026\/03\/agente-ia-playground-espacio-prueba.png 1918w, https:\/\/help.chatecommerce.com\/wp-content\/uploads\/2026\/03\/agente-ia-playground-espacio-prueba-300x136.png 300w, https:\/\/help.chatecommerce.com\/wp-content\/uploads\/2026\/03\/agente-ia-playground-espacio-prueba-767x347.png 767w, https:\/\/help.chatecommerce.com\/wp-content\/uploads\/2026\/03\/agente-ia-playground-espacio-prueba-1024x463.png 1024w, https:\/\/help.chatecommerce.com\/wp-content\/uploads\/2026\/03\/agente-ia-playground-espacio-prueba-1536x695.png 1536w\" sizes=\"(max-width: 1918px) 100vw, 1918px\" \/><\/figure>\n\n\n\n<h3 class=\"wp-block-heading\">Step 3 \u2014 Write as if you were a customer<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Type a real question in the chat, just as a customer would. For example: &#8220;Do you have these sneakers in size 9?&#8221;<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Step 4 \u2014 Adjust and test again<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">If the response isn&#8217;t what you expected, change the agent&#8217;s configuration and type the question again. Use the <strong>restart conversation<\/strong> button to start from scratch and test with a clean context.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>\ud83d\udca1 Important:<\/strong> if your agent is already serving customers on a connected channel, any changes you save apply to those conversations immediately.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">How it works in practice<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">Playground vs. connected channel<\/h3>\n\n\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><thead><tr><th>Feature<\/th><th>Playground<\/th><th>Connected channel<\/th><\/tr><\/thead><tbody><tr><td>Who talks to the agent?<\/td><td>You, as a simulated customer<\/td><td>Your real customers<\/td><\/tr><tr><td>Does it need a connected channel?<\/td><td>No<\/td><td>Yes<\/td><\/tr><tr><td>Does it use credits?<\/td><td>No<\/td><td>Yes<\/td><\/tr><tr><td>Can you restart the conversation?<\/td><td>Yes, with a button<\/td><td>No<\/td><\/tr><tr><td>What is it for?<\/td><td>Testing and adjusting<\/td><td>Serving customers<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<p class=\"wp-block-paragraph\"><em>What changes between the two is the conversations, not the configuration: the agent is the same in both cases.<\/em><\/p>\n\n\n\n<h3 class=\"wp-block-heading\">What to test first<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Start with the most common scenarios for your business:<\/p>\n\n\n\n<figure class=\"wp-block-table\"><table class=\"has-fixed-layout\"><thead><tr><th>Scenario<\/th><th>What to validate<\/th><th>Example question<\/th><\/tr><\/thead><tbody><tr><td><strong>Stock and variants<\/strong><\/td><td>That the agent correctly identifies sizes, colors, and models.<\/td><td>Do you have the black t-shirt in size M?<\/td><\/tr><tr><td><strong>Return policies<\/strong><\/td><td>That the instructions are accurate and the tone is empathetic.<\/td><td>I received a defective product. How do I return it?<\/td><\/tr><tr><td><strong>Current promotions<\/strong><\/td><td>That the agent applies discounts correctly.<\/td><td>Is there a discount if I pay by bank transfer?<\/td><\/tr><tr><td><strong>Information the agent doesn&#8217;t have<\/strong><\/td><td>That it doesn&#8217;t make up information and offers an alternative.<\/td><td>Do you ship internationally?<\/td><\/tr><\/tbody><\/table><\/figure>\n\n\n\n<h2 class=\"wp-block-heading\">Best practices<\/h2>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>1. Write the way your customers write.<\/strong> Use short, informal messages with typos. If you only test with perfect questions, you won&#8217;t know how the agent responds in a real conversation.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>2. Restart the conversation between tests.<\/strong> The agent takes previous messages into account. If you test a new scenario without restarting, the result may be influenced by the previous test.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>3. Change one thing at a time.<\/strong> If you change the tone and the instructions at the same time, you won&#8217;t know which change improved or worsened the response.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>4. If your agent is already in production, make small changes.<\/strong> Since the configuration is the same, every change you save reaches your customers. Prefer specific adjustments and check them in the Playground right away.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>5. Test again after every training update.<\/strong> Every time you upload new URLs or files, check in the Playground that the agent uses the new information.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>6. Validate before connecting the channel.<\/strong> Review at least the scenarios in the &#8220;What to test first&#8221; table before the agent serves real customers.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Common issues and solutions<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">1. I can&#8217;t see the Playground on the settings screen<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Possible cause:<\/strong> the AI Agent isn&#8217;t configured.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Solution:<\/strong> complete the agent&#8217;s configuration in <strong>AI Assistance<\/strong> \u2192 <strong>AI Agent<\/strong>. The Playground appears once the agent is configured.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">2. The agent responds with outdated or incorrect information<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Possible cause:<\/strong> the information isn&#8217;t loaded in its knowledge sources.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Solution:<\/strong> review the URLs and files you used to train the agent and update them as needed. Then test again in the Playground.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">3. Responses seem influenced by previous tests<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Possible cause:<\/strong> the conversation keeps the context of previous messages.<\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><strong>Solution:<\/strong> click the restart conversation button and test again.<\/p>\n\n\n\n<h2 class=\"wp-block-heading\">Frequently asked questions<\/h2>\n\n\n\n<h3 class=\"wp-block-heading\">Do the changes I test in the Playground apply to my agent?<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Yes. The Playground tests your agent&#8217;s current configuration. If your agent is already connected to a channel, any changes you save also apply to conversations with your customers. Make adjustments carefully and validate each change in the Playground.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Do Playground conversations use credits?<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">No. You can use the Playground as many times as you need without using credits from your subscription.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Can my customers see Playground conversations?<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">No. Playground conversations are isolated: only you can see them.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Do I need to connect a channel to use the Playground?<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">No. You can configure and test the agent before connecting WhatsApp, Instagram, or Messenger.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Do I need to enable the Playground?<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">No. It&#8217;s automatically available to all users who have the AI Agent configured.<\/p>\n\n\n\n<h3 class=\"wp-block-heading\">Can I start a test from scratch?<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\">Yes. Use the restart conversation button to clear the context and start over.te.<\/p>\n\n\n\n<div class=\"cc-help-box\">\n    <div class=\"cc-help-box__heading\">\n        <img decoding=\"async\" class=\"cc-help-box__icon\" src=\"https:\/\/help.chatecommerce.com\/wp-content\/uploads\/2026\/09\/clip.svg\" alt=\"\" aria-hidden=\"true\">\n\n        <h3 class=\"cc-help-box__title\">Next steps<\/h3>\n    <\/div>\n\n    <div class=\"cc-help-box__links\">\n        <a class=\"cc-help-box__link\" href=\"https:\/\/help.chatecommerce.com\/en\/ai-agent-automatic-tickets-chatecommerce\/\" target=\"_blank\" rel=\"noopener noreferrer\">\n            Automatic ticket management with AI Agent\n        <\/a>\n\n        <a class=\"cc-help-box__link\" href=\"https:\/\/help.chatecommerce.com\/en\/categoria\/ia-agent\/\" target=\"_blank\" rel=\"noopener noreferrer\">\n            See all AI Agent guides\n        <\/a>\n    <\/div>\n<\/div>\n\n\n\n<h3 class=\"wp-block-heading\">Need help?<\/h3>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/help.chatecommerce.com\/en\/categoria\/ia-agent\/\">See all AI Agent guides<\/a><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><a href=\"https:\/\/wa.me\/5491170781975\">Contact the support team<\/a><\/p>\n\n\n\n<p class=\"wp-block-paragraph\"><\/p>\n","protected":false},"excerpt":{"rendered":"<p>What it is and what it&#8217;s for The Playground is a test chat built into your AI Agent&#8217;s settings screen. It lets you talk to the agent as if you were a customer, without connecting any channel and without any real customer seeing those conversations. It works as an environment isolated from production. &#8220;Production&#8221; is [&hellip;]<\/p>\n","protected":false},"author":18,"featured_media":32168,"comment_status":"closed","ping_status":"closed","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"content-type":"","inline_featured_image":false,"footnotes":""},"categories":[531,192,535],"tags":[],"class_list":["post-33055","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-ayuda","category-help-en","category-ia-agent"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO plugin v28.6 - https:\/\/yoast.com\/product\/yoast-seo-wordpress\/ -->\n<title>Playground: test your AI Agent before connecting it | ChateCommerce<\/title>\n<meta name=\"description\" content=\"Simulate conversations with your AI Agent in a test environment, without connecting channels or using credits. 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