Automation and AI
Test and improve automations safely
Use a repeatable test matrix and production feedback loop to prevent stuck flows, duplicate replies and unsafe automation.
For Automation owners and QA8 min readUpdated
Minimum test matrix
| Scenario | What to verify |
|---|---|
| Happy path | Every expected choice reaches the correct outcome once. |
| Natural text | Common synonyms are accepted without weakening unrelated triggers. |
| Unexpected question | The flow pauses and routes with context. |
| Voice note | A usable transcript follows the same rules as typed text. |
| Repeated media or click | Idempotency prevents duplicate order, payment or QR actions. |
| Timeout | The customer receives the intended follow-up or clean exit. |
| Opt-out | Promotional automation stops promptly. |
Use production feedback without experimenting on customers
- Review fallback and Human Required conversations.
- Group repeated unanswered questions by intent.
- Add or refine an FAQ only after the answer is verified.
- Measure completion, handoff and conversion before and after a change.
- Pause or roll back a flow when errors or conversion regressions appear.
Change control
Edit a paused or draft version, preserve a rollback copy, and record what changed. Avoid changing prices, shipping or payment logic in only one place when the same policy appears in FAQs, sequences, AI knowledge and Commerce.
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