Docs

Sandbox

Sandbox (Sandbox Chat) lets staff rehearse agent replies with your real org config — brand, tools, policies, and Knowledge Base — without messaging customers.

Sandbox Chat
Sandbox Chat

Open Sandbox

  1. Open Sandbox from the top nav or More → Sandbox.
  2. Type a customer-style question.
  3. Review the agent reply, adjust KB/settings, and retry.

The UI marks this as a safe rehearsal (not sent to customers).

What Sandbox uses

Included Not included
Org agent config, tools, policies Outbound SMS/email to real customers
Knowledge Base for your org Billing of Help Ask answers (separate; also free)
Commerce adapters when connected Guaranteed parity with every edge-case channel quirk

AI usage from Sandbox may still be recorded for ops metering of the agent path; treat Sandbox as a staff tool, not free unlimited production traffic. Prefer concise test chats.

Safe testing checklist

  1. Ask your top 10 FAQ questions after a KB upload.
  2. Try an order-status style question if Shopify/commerce tools are connected.
  3. Confirm escalation when information is missing or policy forbids an action.
  4. Fix KB or Settings → Agent, then retest the same prompt.
  5. Complete the Sandbox test step in Onboarding before enabling heavy live auto-replies.