Check Live Chat
Testing live chat functionality ensures agents can provide effective real-time support:
Agent Interface Testing
- Verify agent chat console functionality
- Test multi-chat handling capabilities
- Check canned response functionality
- Validate file sharing and attachment features
Routing Testing
- Test queue-based routing rules
- Verify agent availability triggers
- Check overflow and fallback mechanisms
- Test priority handling for urgent chats
User Experience Testing
- Verify chat initiation from all entry points
- Test the user interface on different devices
- Check notification and sound alerts
- Validate chat transcript delivery
Integration Testing
- Test bot-to-agent escalation paths
- Verify context preservation during handoffs
- Check ticket creation from chat sessions
- Test knowledge base access during chats