# How to Test Voice AI Agents

> Learn how to test Voice AI agents in GHL Customer Care with Web Call and Phone Call, review test logs, understand limitations, and prepare outbound testing safely.

- Source: https://docs.ghlcustomercare.com/docs/ai-employee/voice-ai/how-to-test-voice-ai-agents
- Section: AI Employee / Voice AI
- Reading time: 7 min
- Images: 5, each explained below
- Modified on Sun, 13 Sep at 3:27 PM

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Voice AI • Testing • Web & Phone Calls

How to Test Voice AI Agents

Testing a Voice AI agent before launch helps identify prompt gaps, incorrect responses, action failures, and telephony issues before customers interact with the agent. GHL Customer Care supports both browser-based Web Call testing and Phone Call testing for a more production-like phone experience. Test-call logs can then be reviewed without affecting dashboard analytics or performance metrics.

What You'll Learn

Learn when to use Web Call versus Phone Call testing, how to run each test method, where to review test-call logs, which Web Call limitations apply, and what to check when the Outbound scenario is unavailable.

Important

**Web Call does not replace phone-based validation.** Web Call is ideal for fast prompt and conversation testing, but Call Transfer is not supported during Web Call trials and browser testing does not validate the complete phone-number routing experience. Use Phone Call testing before launch when you need to confirm telephony-specific behavior.

Table of Contents

[1\. What are Test Calls for Voice AI Agents?](#what-are-test-calls)  
[2\. Key Benefits of Test Calls](#key-benefits)  
[3\. Web Call vs. Phone Call Testing](#web-vs-phone)  
[4\. Before You Test](#before-testing)  
[5\. How To Test Voice AI Agents](#how-to-test)  
[6\. Test Call History & Logs](#test-call-logs)  
[7\. Outbound Scenario Availability](#outbound-scenario)  
[8\. Frequently Asked Questions](#faq)  
[9\. Related Articles](#related-articles)

# 1What are Test Calls for Voice AI Agents?

Test Calls let you interact with a Voice AI agent before relying on it for live customer conversations. Testing helps verify prompts, Knowledge Base answers, greetings, actions, conversation flow, and the overall caller experience while giving you an opportunity to correct problems before launch.

GHL Customer Care provides two test methods: **Web Call** for fast browser-based testing and **Phone Call** for validating the experience through an actual phone connection. After testing, you can review available transcripts, recordings, outcomes, and other call details in Voice AI logs.

## 2Key Benefits of Test Calls

Testing creates a controlled feedback loop for improving an agent before real callers depend on it. Using the appropriate test method also helps separate prompt-quality issues from phone-routing or telephony issues.

-   **Faster Validation:** Start a Web Call directly from your browser without purchasing or assigning a phone number.
-   **Production-Like Testing:** Use Phone Call testing to validate behavior through a real phone connection.
-   **Prompt Improvement:** Hear the agent respond, update prompts or knowledge, and retest immediately.
-   **Action Testing:** Validate supported agent actions before relying on them during live conversations.
-   **Conversation Review:** Use available transcripts and recordings to evaluate pacing, responses, and caller experience.
-   **Clean Analytics:** Test calls appear in logs for review but are excluded from dashboard analytics and performance metrics.

## 3Web Call vs. Phone Call Testing

Web Call and Phone Call testing validate different parts of the Voice AI experience. Web Call is best for rapid iteration inside the browser, while Phone Call is better when you need to confirm behavior that depends on real telephony.

| Capability | Web Call | Phone Call |
| --- | --- | --- |
| **Phone number required** | No | Uses your telephony setup |
| **Best for** | Prompts, responses, conversation flow, and supported actions | Phone routing, caller ID, transfer paths, and production-like behavior |
| **Call transfer** | Not supported during Web Call trials | Use Phone Call testing to validate transfer behavior |
| **Caller context** | Uses the logged-in user’s contact during the trial | Uses the phone number entered for the test |
| **Cost** | No phone-number setup required | Standard telephony rates may apply |

## 4Before You Test

Preparing the agent and testing environment first reduces false failures and helps ensure the test reflects the configuration you actually intend to deploy.

-   Save the latest agent configuration before starting the test.
-   Confirm your prompt, greeting, Knowledge Base, and configured actions are ready to validate.
-   For Web Call, use a modern browser and allow microphone access.
-   Confirm the correct input and output devices are selected.
-   Close or adjust other applications that may be using the microphone.
-   For Phone Call testing, confirm the caller ID and destination number you intend to use.

## 5How To Test Voice AI Agents

Use Web Call for fast conversation testing and Phone Call when you need to validate the real phone experience. Retest after meaningful prompt, knowledge, action, or call-setting changes so the latest configuration is validated before launch.

### Type 1: Start a Web Call

Web Call launches directly in your browser and is the fastest way to test prompts, responses, conversation flow, and supported actions without assigning a phone number.

1.  Go to **AI Agents > Voice AI**.
2.  Open the Voice AI agent you want to test.
3.  Locate the **Test Your Agent** panel.
4.  Select **Web Call**.
5.  Choose the available **Inbound** or **Outbound** scenario.
6.  Click **Start Web Call**.
7.  Allow microphone access when prompted.
8.  Speak with the agent and evaluate its responses, actions, and conversation flow.

![Voice AI agent testing panel showing Web Call and Phone Call options](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155080814578/original/FaEB5G9D0NvqXi6BZyEV6stZJNZOBgx2Nw.png)

**Type 1: Start a Web Call (image 1 of 5)**

This screenshot appears in the "Type 1: Start a Web Call" section of "How to Test Voice AI Agents". For context, this section explains: Voice AI • Testing • Web & Phone Calls How to Test Voice AI Agents Testing a Voice AI agent before launch helps identify prompt gaps, incorrect responses, action failures, and telephony issues before customers interact with the agent. GHL Customer Care supports both browser-based Web Call testing….
- Controls: Web Call, Phone Call, Phone number required, Best for, Call transfer, Caller context, Cost, AI Agents > Voice AI, Test Your Agent, Inbound, Outbound, Start Web Call

Full procedure:

1. Faster Validation: Start a Web Call directly from your browser without purchasing or assigning a phone number.
2. Production-Like Testing: Use Phone Call testing to validate behavior through a real phone connection.
3. Prompt Improvement: Hear the agent respond, update prompts or knowledge, and retest immediately.
4. Action Testing: Validate supported agent actions before relying on them during live conversations.
5. Conversation Review: Use available transcripts and recordings to evaluate pacing, responses, and caller experience.
6. Clean Analytics: Test calls appear in logs for review but are excluded from dashboard analytics and performance metrics.

![Live Transcript during a Voice AI Web Call test](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155067508823/original/k5ArbdGIf2leGeguY0Fwj-8WaX3797hrYQ.png)

**Type 1: Start a Web Call (image 2 of 5)**

This screenshot appears in the "Type 1: Start a Web Call" section of "How to Test Voice AI Agents". For context, this section explains: Voice AI • Testing • Web & Phone Calls How to Test Voice AI Agents Testing a Voice AI agent before launch helps identify prompt gaps, incorrect responses, action failures, and telephony issues before customers interact with the agent. GHL Customer Care supports both browser-based Web Call testing….
- Controls: Web Call, Phone Call, Phone number required, Best for, Call transfer, Caller context, Cost, AI Agents > Voice AI, Test Your Agent, Inbound, Outbound, Start Web Call

Full procedure:

1. Faster Validation: Start a Web Call directly from your browser without purchasing or assigning a phone number.
2. Production-Like Testing: Use Phone Call testing to validate behavior through a real phone connection.
3. Prompt Improvement: Hear the agent respond, update prompts or knowledge, and retest immediately.
4. Action Testing: Validate supported agent actions before relying on them during live conversations.
5. Conversation Review: Use available transcripts and recordings to evaluate pacing, responses, and caller experience.
6. Clean Analytics: Test calls appear in logs for review but are excluded from dashboard analytics and performance metrics.

**Web Call limitation:** Call Transfer is not supported during Web Call trials. Use Phone Call testing or the deployed phone experience when transfer behavior needs to be validated.

### Type 2: Start a Phone Call

Phone Call testing uses your telephony setup and is better suited for validating caller ID, real phone connectivity, transfer paths, and other phone-specific behavior before launch.

1.  Open the Voice AI agent and locate **Test Your Agent**.
2.  Select **Phone Call**.
3.  Choose the available **Inbound** or **Outbound** scenario.
4.  Select the **Caller ID** the agent should call from.
5.  Enter the phone number that should receive the test call.
6.  Click **Call me**.
7.  Answer the call and test the agent as a real caller would.

**Billing note:** Phone Call testing uses your normal telephony setup, so standard telephony rates may apply.

## 6Test Call History & Logs

Test-call logs provide the detail needed to understand how an agent handled a trial conversation. Reviewing the recording and transcript together can reveal response errors, timing issues, silence, interruptions, action behavior, and other opportunities to improve the agent.

**Analytics behavior:** Test calls can appear in Voice AI logs, but they are excluded from dashboard analytics and performance metrics.

1.  Go to **AI Agents > Voice AI > Dashboard & Logs**.
2.  Select **All Agents** or choose the specific agent you tested.
3.  Confirm the date range includes the date of the test.
4.  Open the **Live/Test** filter in the logs table and select **Test**.
5.  Open the applicable log entry to review its available call details.

![Voice AI Dashboard and Logs navigation](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155073886742/original/wNjC72GYr-uOuGXQ6FXzunJvLuVTfcMHUg.png)

**Test Call History & Logs (image 3 of 5)**

This screenshot appears in the "Test Call History & Logs" section of "How to Test Voice AI Agents". For context, this section explains: Voice AI • Testing • Web & Phone Calls How to Test Voice AI Agents Testing a Voice AI agent before launch helps identify prompt gaps, incorrect responses, action failures, and telephony issues before customers interact with the agent. GHL Customer Care supports both browser-based Web Call testing….
- Controls: Web Call, Phone Call, Phone number required, Best for, Call transfer, Caller context, Cost, AI Agents > Voice AI, Test Your Agent, Inbound, Outbound, Start Web Call

Full procedure:

1. Faster Validation: Start a Web Call directly from your browser without purchasing or assigning a phone number.
2. Production-Like Testing: Use Phone Call testing to validate behavior through a real phone connection.
3. Prompt Improvement: Hear the agent respond, update prompts or knowledge, and retest immediately.
4. Action Testing: Validate supported agent actions before relying on them during live conversations.
5. Conversation Review: Use available transcripts and recordings to evaluate pacing, responses, and caller experience.
6. Clean Analytics: Test calls appear in logs for review but are excluded from dashboard analytics and performance metrics.

![Voice AI Live and Test filter in call logs](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155073890886/original/SrPM6mmU-QNDIPD1bvAhGXL_CCnBEbOUGw.png)

**Test Call History & Logs (image 4 of 5)**

This screenshot appears in the "Test Call History & Logs" section of "How to Test Voice AI Agents". For context, this section explains: Voice AI • Testing • Web & Phone Calls How to Test Voice AI Agents Testing a Voice AI agent before launch helps identify prompt gaps, incorrect responses, action failures, and telephony issues before customers interact with the agent. GHL Customer Care supports both browser-based Web Call testing….
- Controls: Web Call, Phone Call, Phone number required, Best for, Call transfer, Caller context, Cost, AI Agents > Voice AI, Test Your Agent, Inbound, Outbound, Start Web Call

Full procedure:

1. Faster Validation: Start a Web Call directly from your browser without purchasing or assigning a phone number.
2. Production-Like Testing: Use Phone Call testing to validate behavior through a real phone connection.
3. Prompt Improvement: Hear the agent respond, update prompts or knowledge, and retest immediately.
4. Action Testing: Validate supported agent actions before relying on them during live conversations.
5. Conversation Review: Use available transcripts and recordings to evaluate pacing, responses, and caller experience.
6. Clean Analytics: Test calls appear in logs for review but are excluded from dashboard analytics and performance metrics.

![Voice AI test call log entries with summary and call details](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155073891260/original/KEASsf1YnfffsHo3rxg9PvuQk48WYqWWEA.png)

**Test Call History & Logs (image 5 of 5)**

This screenshot appears in the "Test Call History & Logs" section of "How to Test Voice AI Agents". For context, this section explains: Voice AI • Testing • Web & Phone Calls How to Test Voice AI Agents Testing a Voice AI agent before launch helps identify prompt gaps, incorrect responses, action failures, and telephony issues before customers interact with the agent. GHL Customer Care supports both browser-based Web Call testing….
- Controls: Web Call, Phone Call, Phone number required, Best for, Call transfer, Caller context, Cost, AI Agents > Voice AI, Test Your Agent, Inbound, Outbound, Start Web Call

Full procedure:

1. Faster Validation: Start a Web Call directly from your browser without purchasing or assigning a phone number.
2. Production-Like Testing: Use Phone Call testing to validate behavior through a real phone connection.
3. Prompt Improvement: Hear the agent respond, update prompts or knowledge, and retest immediately.
4. Action Testing: Validate supported agent actions before relying on them during live conversations.
5. Conversation Review: Use available transcripts and recordings to evaluate pacing, responses, and caller experience.
6. Clean Analytics: Test calls appear in logs for review but are excluded from dashboard analytics and performance metrics.

| Detail | How It Helps |
| --- | --- |
| **Call Status / Outcome** | Confirm whether the test completed successfully or encountered a call issue. |
| **Transcript** | Review the conversation quickly and identify prompt or knowledge gaps. |
| **Recording** | Evaluate voice quality, pacing, interruptions, silence, and overall caller experience. |
| **Actions Triggered** | Confirm supported configured actions ran when expected. |
| **Call Summary** | Scan the conversation outcome before reviewing the complete transcript or recording. |

## 7Outbound Scenario Availability

The Outbound test scenario depends on the location meeting Voice AI outbound eligibility and compliance requirements. The previous separate **Enable Outbound Calls** setup flow is no longer the required path for accepting outbound calling terms.

If the **Outbound** scenario is not available:

-   Confirm the location meets Voice AI outbound eligibility requirements.
-   Complete applicable KYC or location-verification requirements when prompted.
-   Confirm an eligible Voice AI agent and outbound phone number are available.
-   When required outbound terms have not yet been accepted, they can be accepted while configuring the **Voice AI Outbound Call** action in a workflow.

**Learn more:** [Voice AI Outbound Calling](https://docs.ghlcustomercare.com/docs/ai-employee/voice-ai/voice-ai-outbound-calling) and [Voice AI Outbound Calling Compliance Checks](https://docs.ghlcustomercare.com/docs/ai-employee/voice-ai/voice-ai-outbound-calling-compliance-checks).

## 8Frequently Asked Questions

Q: Do I need to buy a phone number to test a Voice AI agent?

No for Web Call. Web Call runs in your browser without purchasing or assigning a phone number. Phone Call testing uses your telephony setup.

Q: Are test calls included in Voice AI dashboard analytics?

No. Test calls can appear in logs for review, but they are excluded from dashboard analytics and performance metrics.

Q: Where can I find completed test calls?

Go to **AI Agents > Voice AI > Dashboard & Logs**, confirm the agent and date range, then use the **Live/Test** filter to display test activity.

Q: Can I review transcripts and recordings for test calls?

Yes. Test-call logs can include transcripts and recordings when those details are available and processing is complete.

Q: Can I test call transfers using Web Call?

No. Call Transfer is not supported during Web Call trials. Use Phone Call testing or the deployed phone experience to validate transfer behavior.

Q: Why can’t I find a test call in Dashboard & Logs?

Check the selected agent, date range, and Live/Test filter. Also confirm the test call completed successfully and allow time for available call details to finish processing.

Q: Which test method should I use before launch?

Use Web Call for rapid prompt and conversation testing. Use Phone Call before launch when you need to validate phone-number behavior, routing, transfers, or the complete telephony experience.

Q: What should I check if the Outbound test scenario does not appear?

Confirm the location meets Voice AI outbound eligibility requirements and complete applicable verification requirements such as KYC. Required outbound calling terms can be accepted when configuring the Voice AI Outbound Call action in a workflow.

### 9Related Articles

 [Web Call Testing for Voice AI Agents](https://docs.ghlcustomercare.com/docs/ai-employee/voice-ai/web-call-testing-for-voice-ai-agents)   [How to View Test Call Logs in the Voice AI Dashboard](https://docs.ghlcustomercare.com/docs/ai-employee/voice-ai/how-to-view-test-call-logs-in-the-voice-ai-dashboard)   [Call Logs for Voice AI Agents](https://docs.ghlcustomercare.com/docs/ai-employee/voice-ai/call-logs-for-voice-ai-agents)   [Voice AI Agents Dashboard Overview](https://docs.ghlcustomercare.com/docs/ai-employee/voice-ai/voice-ai-agents-dashboard-overview)   [Voice AI Outbound Calling](https://docs.ghlcustomercare.com/docs/ai-employee/voice-ai/voice-ai-outbound-calling)   [Voice AI Outbound Calling Compliance Checks](https://docs.ghlcustomercare.com/docs/ai-employee/voice-ai/voice-ai-outbound-calling-compliance-checks)

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Documentation for GHL Customer Care. Support: support@ghlcustomercare.com