AI Receptionist: Known Limitations of the Online Test

Overview

The Online Test feature in the AI Receptionist allows you to quickly test your configuration directly in the browser. However, certain functions are not available in the online test and can only be verified through actual phone calls.

This article describes the known limitations so you can correctly assess your test results.

Problem 1: Intent-Based Transfer Does Not Work in the Online Test

Symptom

You have configured an intent-based transfer (e.g., "Transfer to Sales when the caller asks about pricing"), but in the online test the AI Receptionist does not transfer the call — it simply continues the conversation.

Cause

The online test simulates only the conversation with the AI. Actual telephony functions such as call transfers, forwarding, or connecting to extensions are not executed in the online test. The AI Receptionist recognizes the intent but cannot perform the transfer within the test environment.

Solution

To verify that intent-based transfers work correctly:

1. Complete your configuration in the admin portal.
2. Call the phone number assigned to the AI Receptionist from a real phone.
3. Speak the phrase that should trigger the transfer (e.g., "I'd like to speak to someone about pricing").
4. Verify that the call is correctly transferred to the configured destination.

Problem 2: Time-Based Greetings Are Not Applied in the Online Test

Symptom

You have configured different greetings for business hours and after hours, but the online test always plays the same greeting — regardless of the current time.

Cause

The online test does not evaluate the configured business hours. Time-based conditions (e.g., "During business hours use greeting A, after hours use greeting B") are ignored in the test environment. Only the default greeting is used.

Solution

To verify that time-based greetings work correctly:

1. Ensure that business hours are properly configured in the admin portal.
2. Call the AI Receptionist number during business hours and verify the greeting.
3. Call again outside business hours and verify the alternate greeting.

What Works in the Online Test

The following functions can be tested reliably in the online test:

• Knowledge Base: Questions about your company based on the uploaded knowledge base
• Dial by Name: Looking up contacts by name
• Standard Greeting: The default greeting text
• Language Detection: The AI Receptionist recognizes the caller's language
• General Conversation: The general conversation behavior and tone of the AI

Best Practices

• Use the online test for quick checks of conversation behavior and knowledge base responses.
• Always verify telephony functions (transfers, time-based routing) with real phone calls.
• Document your test results to track which functions have been verified.
• After changes to the configuration, test both via online test and with a real call.