Has anyone experienced different responses when using batch test over preview? I feel like it does not have access to my full configuration like its persona. For example, I have renamed my Agent, but it will still refer to itself as Fin.
Answered
Batch Testing vs Preview
Best answer by Ebenezer.Laleye
Batch test and Preview can produce different responses if Batch test isn’t configured to mirror your target user/brand, and some behaviors have historically differed between the two environments.
Why you’re seeing “Fin” in Batch test:
- By default, Batch test runs questions as a generic Preview user, which may not pick up audience targeting and identity nuances (like a renamed agent name) unless you change the test settings.
- You can and should configure Batch test to “Test as: User or Lead” and select the correct Brand so it uses the same content, guidance, tone, and automations as your real setup.
- There have been known inconsistencies between Batch test and Preview (e.g., attributes-driven escalations behaved differently in Batch test in a past issue), which the team has been aligning over time.
Quick checks to make them consistent
1) In Batch test, set the right context
- Go to Manage > Settings in Batch test. Set:
- Test as: User or Lead, pick a real test user that matches your intended audience
- Brand: the brand where you renamed the agent Then re-run the test.
2) Inspect what Batch test applied
- Open “Evaluate answer” for a result. Confirm Personality settings (tone), Guidance used, Content sources, and any Automations fired. If your rename and persona aren’t in effect, this panel usually reveals why
- Intercom Team
- Answer
Batch test and Preview can produce different responses if Batch test isn’t configured to mirror your target user/brand, and some behaviors have historically differed between the two environments.
Why you’re seeing “Fin” in Batch test:
- By default, Batch test runs questions as a generic Preview user, which may not pick up audience targeting and identity nuances (like a renamed agent name) unless you change the test settings.
- You can and should configure Batch test to “Test as: User or Lead” and select the correct Brand so it uses the same content, guidance, tone, and automations as your real setup.
- There have been known inconsistencies between Batch test and Preview (e.g., attributes-driven escalations behaved differently in Batch test in a past issue), which the team has been aligning over time.
Quick checks to make them consistent
1) In Batch test, set the right context
- Go to Manage > Settings in Batch test. Set:
- Test as: User or Lead, pick a real test user that matches your intended audience
- Brand: the brand where you renamed the agent Then re-run the test.
2) Inspect what Batch test applied
- Open “Evaluate answer” for a result. Confirm Personality settings (tone), Guidance used, Content sources, and any Automations fired. If your rename and persona aren’t in effect, this panel usually reveals why
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