Batch Testing vs Preview

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