Training mode is where you find out what Chloe will say to your customers, before she says it to one.
What Training mode is
It is a rehearsal room. You type as though you were a customer, and Chloe answers exactly as she would in a real conversation. A banner across the top confirms the important part: nothing here reaches customers.
Everything is live except the consequences. She uses the same knowledge, the same rules, the same guided answers and the same tone she would use with a real person.
You will find it under Chloe in the sidebar, then Training, then the Training mode tab.
Why rehearse at all
Because the alternative is finding out from a customer.
Chloe starts knowing only what you have given her. Asking her your ten most common customer questions takes about twenty minutes. It tells you three things you cannot learn any other way: which questions she answers well, which she gets wrong, and which she has nothing to work from at all.
How to run a rehearsal
- 1In the left-hand sidebar, under Agents, click Chloe.
- 2Click Training, then the Training mode tab.
- 3Click the box that says Write a message as the customer....
- 4Type a real question your customers ask, in the words they would use.
- 5Send it.
- 6Chloe answers in the chat, and the panel on the right fills in with What it used and her reply.
Ask follow-up questions too. Customers rarely stop at one, and how she handles the second question is often more revealing than the first.
The suggested questions
Under her opening message you may see a short list headed Try asking, with two or three questions already written out.
These are drawn from what she knows about your business, so they are questions she should be able to answer. They are a reasonable warm-up, but they are not a test. The questions worth asking are the awkward ones your customers actually send.
Testing as different customers
Chloe should not treat a stranger the way she treats a long-standing account. The Testing as control at the top right lets you check that she does not.
- New customer
- First contact, no history yet.
- Returning customer
- Has past conversations with your team.
- Verified customer
- Signed in and verified, and comes with sample account data.
Ask the same question as each of the three. The answers should differ. If they are identical, that is worth knowing before a verified customer gets a stranger's answer.
Starting over
Start over, next to the Testing as control, clears the rehearsal and gives you a clean conversation.
Use it between topics. Chloe reads the whole conversation, so a question about refunds asked straight after a question about delivery is answered in the shadow of the first one. That is realistic in a real thread, and misleading when you are testing.
What to do with what you find
A rehearsal is only useful if something changes afterwards. Three things can come out of it:
- A wrong or clumsy answer
- Fix it on the spot with Adjust the reply, which turns your version into a guided answer.
- A pattern you want in every reply
- Not a specific answer but a habit, such as always offering the phone number. That belongs in Do's and don'ts.
- Nothing to work from
- If What it used shows None on all three lines, no correction will help. She needs knowledge sources, not coaching.
The full detail of rating and fixing replies is in Reviewing AI replies. ---