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AI Playground

The AI Playground ("Test AI Prompt") runs a prompt against a real conversation and shows the result immediately — without saving anything to the conversation. Use it to validate and iterate on a prompt before enabling an AI task for your whole organization.

Where: Administration › Conversation Analytics › AI Tasks, tab Playground. You can also reach it from a task: the Test button on a task's settings page and Save and Test in the task editor open the Playground with that task's prompt loaded.

Testing a prompt

  1. Step 1. Select a call — pick the conversation to experiment on. The list is pre-filtered to conversations that have a transcript; adjust the filters to find a representative example, then click Select for an experiment.
  2. Step 2. Run an Experiment — edit the prompt, run it, and read the AI's response. Iterate: change the wording, run again, and compare.
  3. When the output is right, save the prompt back to the AI task (Save AI Prompt).

Nothing you run in the Playground is stored on the conversation — results are shown to you only, so you can safely test on production conversations.

Tips

  • Test on several conversations, including edge cases: very short conversations, conversations where the answer should be "no evidence", and both positive and negative examples.
  • If the task writes JSON (see Custom insights), verify the response is valid JSON with exactly the fields you expect — then add a response JSON schema to the task.
  • Prompt changes made in the Playground take effect for future conversations only after you save them to the task and the task is enabled.