# Preview

**Summary:** Try the Customer Agent end to end before any customer sees it. Set the conditions, type the questions, watch the agent answer.

**In short:** Take the customer's seat and try the Customer Agent yourself. Test answers, Procedures, and personalization before any of it reaches production.

**Last updated:** 2026-05-27

## Key concepts

### Conditions
The setup that shapes the Preview session: Audience, topic, Living Context state, and surface (marketing site, product, helpdesk). Same conditions a real customer would arrive with.

### Conversation panel
Where you type messages and see the agent respond. Identical to what a customer sees.

### Inspection panel
Side panel that shows what the agent is seeing internally: Sources used, Procedures available, Living Context values. Use this to diagnose unexpected answers.

### Session log
Every Preview session is saved automatically. Share a link with a colleague, or come back later to review.

## What you can do here

- Type questions and watch the agent respond
- Trigger Procedures to see them run end to end
- Switch Audience, topic, or surface to test different paths
- Inspect which Sources the agent used
- Share session URLs with colleagues for review

## When to use it

- After updating a Source, to confirm the change shows up correctly
- Before publishing a new component or Moment configuration
- Before any pilot review meeting, as a quick sanity check
- When the agent is giving a confusing answer in production and you want to reproduce the issue

## When not to use it

- You want to test at scale. Use [Simulations](/en/help/test/simulations/) instead. Preview is one human, one session.
- You want to score the agent against expected answers. Use [Quality reports](/en/help/test/quality-reports/).

## How it works

Preview runs against the same Engine the live agent uses. Living Knowledge, Memory, Context, and Procedures all behave the same way. The only difference is that Preview sessions do not affect Analyze metrics for the live agent.

## Frequently asked questions

**How do I start a Preview session?**
Open \

**How do I test how the agent treats a specific customer?**
Set Living Context to that customer's profile. The agent now sees the same plan, history, and signals it would see in production.

**How do I check which Sources the agent used?**
Open the Inspection panel next to the chat. Every answer lists the Sources it pulled from.

**How do I share a Preview session?**
Copy the session URL from the address bar. Anyone with access to your Unless account can open it.

**Why does the agent answer differently in Preview than in production?**
Usually because the conditions are different. Check the Audience, topic, and Living Context. If those match production, the next thing to check is whether the live Sources have changed since you set up the Preview.