<aside> 🛠 Once you have completed the processes outlined to configure your Auto-Pilot agents, you can begin the process of QA testing which can be sequenced through (1) the Playground (2) draft-only mode and (3) phased rollout.

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1. Playground

   1. The best way to test tickets is in the playground starting from an existing ticket.
   • Find the conversation you want to test against on the conversations page and Click Replay in Playground. This will make a duplicate playground ticket in Yuma with the same information as from your helpdesk. It will pull live information (like searching for a shopify order), but any dangerous actions are disabled (like reshipping an order)

   

   • If you want to test an Agent that isn’t enabled (i.e. before you release it) you can select it in the playground options

   

   • You can also click on Playground in the bottom right corner of any page

   

   • Once you have opened the Playground, you can trigger the Auto-Pilot agents by seeking a resolution aligned to the pre-selected intents

     • Type any query

     

   • There is no limit to the number of queries or follow-up questions that you can ask here. When you encounter errors, its most often a matter of tweaking the existing process for clarity.

   • Please feel free to raise any concerns that arise from testing though the playground directly with your account manager

2. Draft responses

   Once you have become comfortable with responses generated through the Playground, you can configure Yuma to draft but not auto-reply to messages.

   • Click Advanced in the top right corner of any Auto-Pilot agent

   

   • On the first module, toggle off “Allow Auto-Pilot Agent to auto-reply to customers

     

• This will allow you to directly review any messages drafted by Yuma and to send directly through your helpdesk

1. Gradual rollout After you have gained confidence with the draft replies generated by Yuma, you can gradually roll out auto-replies to a set percentage of matching intents that come inbound to your helpdesk.

• Toggle on “Allow Auto-Pilot Agent to auto-reply to customers”
• Directly beneath that, you can select the percentage of matching tickets to which Yuma should auto-reply. All other tickets will be routed with your existing rules