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A/B testing lets you compare multiple agents or scripts by sending a percentage of traffic to each. You define a traffic split (for example, 80% to one agent and 20% to another) so you can test different prompts, voices, or flows without changing your main agent.

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Where A/B testing is available

A/B testing is supported for:
  • Inbound calls — Calls received on a phone number
  • Outbound calls — Calls made from a phone number
  • Inbound chats — Incoming chat conversations
  • Outbound chats — Chat sessions you initiate

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How it works

  • Multiple agents: Bind or assign two or more agents to the same number or chat configuration.
  • Traffic split: Set the percentage of traffic each agent receives (e.g., 80% / 20%). Traffic is distributed according to this split.
  • Use cases: Test different scripts on marketing or support calls, try prompt or voice changes, or compare conversation flows in chat.

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Where to configure

Phone numbers (calls): On the phone number configuration page, the A/B Testing toggle appears next to the Call Agent field. Turn it on to bind multiple agents and set a traffic split. The screenshot below shows the control with A/B testing disabled.
Phone number configuration showing Call Agent dropdown and A/B Testing toggle in the off position
After you turn the toggle on, you can add one or more agents and set the traffic percentage for each (for example, one agent at 100% or a split such as 80% / 20%).
Call Agent section with A/B Testing on, showing one agent variant with 100% traffic and edit option
Click Edit to open the A/B Testing modal. There you choose which agents to use and set a weight (percentage) for each. You can add multiple agents and remove or adjust them; the weights must total 100%. Click Deploy to save.
A/B Testing modal with Agent and Weight columns, two agents at 50% each, Add button and Deploy/Cancel actions
After you click Deploy, the configuration is active. The Call Agent section shows each agent and its traffic percentage (for example, a 50/50 split). You can click Edit anytime to change the agents or weights.
Call Agent section with A/B Testing on, showing Agent A and Agent B each at 50% with Edit option
ContextConfigure in
Inbound callsNumber configuration: bind multiple agents to the number and set the traffic split. See Receive calls.
Outbound callsNumber configuration: bind multiple agents for outbound and set the traffic split. See Outbound calls.
Chat (inbound & outbound)Chat agent or widget configuration where you assign the chat agent; enable A/B testing and set the traffic split. See Create Chat Completion and Chat widget.

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A/B testing vs dynamic agent selection

Use when you want a random percentage-based split. Traffic is distributed according to the percentages you set, with no per-call or per-chat logic.