Decagon Product Foundations

Top takeaways from this module:

• Message Replays test specific agent responses 
• Simulations test full user-agent conversations
• QA can be managed directly in Decagon

Launching a new workflow without testing is risky and even a small failure can derail the customer experience. That’s why testing is essential. It ensures your Decagon agent behaves as intended before customers ever see it, and QA helps you keep improving once it’s live.

Start by defining your core test cases across four critical areas: 

• Brand and tone: ensure every response matches your voice
• Escalation guardrails: confirm the agent knows when to loop in a human
• Knowledge retrieval: verify accurate answers from your knowledge base
• AOP logic execution: check that workflows follow your business policies precisely

Decagon offers two powerful testing approaches. Message Replays let you run focused unit tests on specific agent responses, perfect for validating a bug fix or testing a small AOP tweak. Simulations takes testing further by generating AI personas to interact with your agent across full conversations. This lets you test different user flows and scenarios without risking real customer experiences—especially valuable when launching new AOPs. 

Because AI agents are non-deterministic, running tests multiple times is essential. Decagon makes this easy, letting you verify that changes work reliably, not just occasionally.

The workflow is simple: any time you update an AOP, adjust a rule, or modify your agent, re-run your test cases before deployment. This disciplined approach catches regressions early and ensures every change improves the customer experience.