As an architect of conversational flows and with the goal of creating a positive user experience, it is crucial to test each chatbot response and potential end user journey. This is because working in the machine room of the bot often distracts us from considering how the conversation would feel like for the end user.
In this article, we provide you with different options to test your bot using the Certainly widget. Please consider these options as suggestions. We understand that each chatbot builder might have their own best practices.
Test conversational flows
We recommend testing a flow after each modification of a module. You can do so by clicking on the test icon when hovering over a module if it's not in edit mode. We suggest choosing the module that introduces a specific conversational flow.
Take a look at the following screenshot to find the test icon (Test flow from here).
Stress test essential conversational flows
Testing your conversational flows is especially important for essential areas such as
- the start,
- the fallback,
- the contact support flow if given,
- and/or the human handover flow if given.
If your bot is aimed at boosting e-commerce, the product or service search flow might count as essential flows as well.
As indicated before, it depends on you what conversational flows are most relevant, and you can keep track of that by assessing your historical bot messages.
For a stress test, start your bot from the starting module by clicking on the test button in the dashboard at the top of the bot platform. For the purpose of this article, we assume that you have Natural Language Understanding (NLU) or keywords in place for all essential conversational flows.
Dig into how to use NLU in the article Implementing NLU and using the NLU Training Dashboard
After opening the test window, try to trigger each essential flow one after the other. Strive to ask the bot about the essential flow in as many manners as possible, and try to put yourself in the end user's shoes. If the bot response is successful ask yourself:
How would my target group interpret this bot answer?
It seems self-explanatory to consider this question. According to our experience, however, it is easy to lose oneself into details and forget about how the conversational flow would be picked up by your chatbot visitors.
Invite your colleagues to test the bot
Last but not least, we encourage you to invite colleagues or other third parties/stakeholders to test the bot. You can do so by sharing an URL link to your bot-in-process. This URL link will be tied to the module you create the link from, which means that the conversation to be tested will start from that specific module.
Your colleagues or others can go through the bot's communication flow without needing access to the bot.
Where to find the URL link
The link can be found in all modules. To access it, you will have to open a module and click on Copy URL link at the bottom of the module.
Next, press Copy link in the full-screen option.
The link will look for example look like the following URL.
The end of the URL link shows a referral ID which is the module the conversational flow will start from. The URL link can be inserted directly into the address bar of your browser.