# Testing the agent

> Call your agent from the browser or from your phone, listen to how it answers and check everything before you open it to customers.

Page: https://supportfast.ai/en/guide/voice-agent/test/ · Section: Voice agent · Updated on 30 October 2026

> **Before you start**
>
> - Minutes left for the month: both tests use them.
> - For the Web Call, a microphone and headphones; for the phone test, a number assigned to the agent and your mobile phone.

## The two tests

Press Test Call in the agent's top bar and choose one of the two tabs.

|   | Web Call | Phone Call |
| --- | --- | --- |
| How | “Test the audio directly from your computer.” | A real phone call, between the agent and your mobile. |
| Needs a number | No | Yes |
| With the agent paused | Works | No: the call is rejected |
| Transfer, phone keys, automatic hang-up | Not available | Work |
| Where you find it afterwards | In Calls, “Voice web chats” channel, as “Anonymous” | In Calls, with the other calls |
| Plan minutes | Uses them like an inbound call and takes up one of the simultaneous calls | Uses them like customers' calls |
| End-of-call email and webhook | Sent, if you've turned them on, under the same conditions as real calls | Sent, if you've turned them on |
| Statistics and automations | Doesn't count in the statistics and doesn't trigger Telephony automations | Counts like customers' calls |

## The Web Call

1. **Open the test**
   Test Call → Web Call. “Call your Agent” opens, with the agent's face and name and the status “Ready to talk”.

2. **Start**
   Press Start call and allow the browser to use the microphone.

3. **Talk to the agent**
   When you see “In call” and the timer running, the agent says the greeting. Talk the way a customer would.

4. **Hang up**
   Press End call. You see “Call ended” with the duration and the Call again button.

- If the browser blocks the audio, Enable audio appears: press it. If the status stays on “Connecting...”, close the window and try again.

| Message | What to do |
| --- | --- |
| “Allow microphone access to talk with the agent.” | Give microphone permission in the browser settings, then press Try again. |
| “The agent did not accept the call…” | Check the month's minutes and that there aren't too many calls in progress. |

## Testing on the phone

If the agent doesn't have a number, the window says “No number linked” — “Assign a phone number to the agent to proceed.” How to do it is in [Assigning and managing numbers](https://supportfast.ai/en/guide/telephony/manage-numbers.md#linking-a-number-to-an-agent).

### Inbound agent: you call

Test Call → Phone Call. The window shows a QR code — “Scan the QR with your phone to call the agent.” — and the number, with Copy number. If the agent has several numbers, choose which one to test in Number to call: the QR code and Copy number follow your choice. Call that number from your mobile or from an outside landline, not from a number on your account: see [why](https://supportfast.ai/en/guide/voice-agent/test.md#numeri-account).

### Outbound agent: the agent calls you

1. **Type your number**
   In Your number, choose the country in the code (it's usually already the right one) and type the number without the code, for example 333 1234567.

2. **Have the agent call you**
   Press Get a call. While your phone rings, you read “We're calling you, answer your phone.”

3. **Answer**
   The window says “The call is in progress. You'll find it in the call list.” The agent behaves as it would with a real contact.

| Message | What to do |
| --- | --- |
| “Enter a valid number for the selected country.” | Check the country of the code and the digits of the number. |
| “No answer within the ring time. Try again.” | Answer sooner, or lengthen the [Ring time](https://supportfast.ai/en/guide/voice-agent/behavior.md#behaviour-and-call-parameters). |
| “The call was blocked…” | The phone carrier isn't letting the call through: try another number. |
| “This number belongs to a blocked contact.” | Unblock the contact in Contacts, or use another number. |
| “Unable to start the call. Try again.” | Check that your plan includes “Outbound calls”, that there are minutes and free lines, that the agent is active and that its number can make calls. |

## If the call is rejected

An inbound call rejected before the greeting stays in [Calls](https://supportfast.ai/en/guide/voice-agent/calls.md) as “Unsuccessful”, and the summary says why. This applies to phone tests and to customers' calls. For outbound calls, only a call rejected with “Outbound calls not included in the plan” stays in the list; in the other cases the call doesn't start and the test window shows the error. A rejected Web Call doesn't appear either: you see the rejection only in the test window, with the message “The agent did not accept the call…” described above.

| Reason | What to do |
| --- | --- |
| “Agent paused at call time” | Set the agent back to Active. |
| “Voice minutes exhausted” | The month's minutes have run out: add a “Minute pack” (as an add-on, or let automatic purchase do it) or wait for the new month. See [Add-ons and automatic purchase](https://supportfast.ai/en/guide/account/add-ons.md). |
| “All lines busy” | All the simultaneous calls in your plan were already in progress. |
| “Blocked contact” | The caller is a blocked contact. Unblock them if it's a mistake. |
| “Number not in service” | The number has been stopped because of your plan. See [Forced pause](https://supportfast.ai/en/guide/account/plans-and-usage.md#forced-pause). |
| “Outbound calls not included in the plan” | Your plan doesn't include outbound calls. |
| “Number linked to a non-voice assistant” | The number appears to be linked to an agent that isn't a voice agent, for example a chat agent. The console doesn't allow this link, so it's a rare case: in Account › Telephony, use Disconnect assistants on the number's row, then link the voice agent again. If it happens again, write to support. |
| “Transfer to one of the account's own numbers rejected” | The call came from a number on your account: see below. |

On the Telephony page, and in some messages, the console calls voice agents “assistants”, as in Disconnect assistants: they're the same agents.

A call that comes from a number on your account, for example another agent's number, is also rejected. So for tests, call from your mobile or from an outside landline.

## After the test: where to check

- **In [Calls](https://supportfast.ai/en/guide/voice-agent/calls.md)**: recording, transcript, action labels, outcome and summary.
- **In your inbox**, if you've turned on [email notifications](https://supportfast.ai/en/guide/voice-agent/post-call.md#email-notifications): they arrive for successful calls.
- **On the [Dashboard](https://supportfast.ai/en/guide/voice-agent/dashboard.md)**, for phone tests only.

## The tests to run before going live

Run them on the phone, like a real customer. After each one, read the transcript and fix the prompt if needed. The general checks, such as the greeting and the summary email, are in [Before going live](https://supportfast.ai/en/guide/getting-started/go-live.md).

- **Frequently asked questions.** Ask the five questions customers ask you most often: hours, prices, services.
- **A question the agent can't answer.** It must say it doesn't know and offer an alternative, without making anything up.
- **Your details.** Spell out your name, number and email: the agent repeats them and asks you to confirm.
- **Interrupting.** Interrupt the agent while it's talking: it stops and listens to you.
- **Silence.** Stay silent: the call ends after the time you've set.
- **The appointment.** Book one and check the calendar: see [How to test it](https://supportfast.ai/en/guide/voice-agent/appointments.md#how-to-test-it).
- **Hours.** If you use greetings or destinations tied to opening hours, make one call during opening hours and one outside them.
- **The end of the call.** Say goodbye and check that the agent hangs up. Then check the outcome and summary in Calls.

If you record with consent, add one test: say you don't want to be recorded and check that the “Recording declined” label appears.

## See also

- [Before going live](https://supportfast.ai/en/guide/getting-started/go-live.md): The checks to do before you open to customers.

- [Calls: list and details](https://supportfast.ai/en/guide/voice-agent/calls.md): Where you find and listen to your tests.

- [General: behavior and advanced](https://supportfast.ai/en/guide/voice-agent/behavior.md): Silences, interruptions and terms to recognize.

- [Voice agent and calls](https://supportfast.ai/en/guide/help/voice-agent-issues.md): What to do when something goes wrong.