On Agents, each live agent's card has a Test agent button and a call button (phone icon). A paused agent shows Resume instead.
- Test agent opens a live call in the page. Speak, or type in the message box under the call. Typed messages reach the agent exactly like speech.
- Call test rings your own phone (the one in Profile) from a number on your own carrier, so you hear the agent on a real line. It can't ring anyone else; to call someone else, add them as a contact. Test calls are charged at the normal rate from the first second.
Test calls appear in Call history with a Dashboard test badge.