Before deploying your agent, it is important to test how it responds in real conversations. HighLevel Test Calls let you validate your Voice AI agent through either a Phone Call or a Web Call, so you can review its behavior, refine prompts, and confirm settings before launch. This article explains how Test Calls work, how to run each test method, and where to review your results.

TABLE OF CONTENTS

• What are Test Calls for Voice AI Agents? 
• Key Benefits of Test Calls
• How To Setup Test Calls (Web Call & Phone Call)
  • Type 1 : Start a Web Call
  • Type 2: Start a Phone Call
• Test Call History & Logs
• Outbound Scenario Availability
• Frequently Asked Questions
• Related Articles

What are Test Calls for Voice AI Agents? 

Testing your Voice AI agent before launch helps you catch gaps early and improve performance before prospects or customers interact with it. Test Calls give you a safe way to simulate real conversations, verify how your agent responds, and confirm that prompts, knowledge, actions, and settings are working as expected.

With Test Calls, you can evaluate how your agent handles different scenarios, whether that means answering questions, following instructions, or guiding a caller through the next step in a conversation. HighLevel offers two ways to test: Phone Call and Web Call. A Phone Call helps you validate the full telephony experience, while a Web Call lets you test instantly in your browser without buying or assigning a number.

Both methods are useful for improving call quality, adjusting conversation flow, and building confidence before going live. During Web Call trials, call transfer is not supported, and the session uses your logged-in contact as the caller identity.

Key Benefits of Test Calls

• Faster testing: Start a Web Call instantly without dialing or purchasing a phone number.
  
  

• Realistic validation: Use the Phone Call method to test the full telephony experience from end to end.
  
  

• Rapid feedback loops: Hear responses right away, then update prompts, knowledge, and settings based on what you learn.
  
  

• High feature parity: Test nearly all agent actions during trials, with the exception of call transfer during Web Call.
  
  

• Clear caller identity: Web Call uses the logged-in user's contact for consistent testing context.
  
  

• Test data hygiene: Keep trial activity out of dashboard analytics and performance metrics so production insights remain accurate.

How To Setup Test Calls (Web Call & Phone Call)

Running test calls regularly helps you validate changes before they affect live conversations. Use the steps below to launch either testing method and confirm your browser, device, and telephony settings are ready.

Type 1 : Start a Web Call

Start a Web Call Web Call is the fastest way to test your Voice AI agent because it launches directly in your browser. It is ideal when you want to validate responses, prompts, and conversation flow without purchasing or assigning a phone number.

1. Open AI Agents from the left sidebar and Click on Voice AI in the top navigation ribbon
   
   

2. Select Agent List in the secondary navigation ribbon then edit the agent you would like to test
   
   
   
   
3. On the Right side Test Your Agent panel click on Web Call and choose your Scenario (Inbound or Outbound). Then click on Start Web Call.

   
   
   
   

4. When prompted, allow microphone access in your browser.
   
   

5. Speak with your agent and observe responses and actions. During a Web Call trial, the call screen shows a Live Transcript panel. It updates in real time as you and the agent speak.
   
   (Reminder: call transfer is not supported in Web Call trials.). 
   
   

6. Adjust prompts, knowledge base, or settings as needed, then repeat the trial.
   
   
   
   

Note:

• Faster Testing – No need to dial or purchase a phone number. Simply click and start testing right away.
  
  
• What it does: Opens a browser‑based call so you can speak with the agent immediately.
  
  
• Caller identity: Uses the logged‑in user’s contact automatically.
  
  
• Limitations: Call transfer is not supported in Web Call trials.
  
  
• Device tips: Allow microphone access, confirm input/output devices, and use an up‑to‑date browser.
  
  

Type 2: Start a Phone Call

Start a Phone Call Phone Call testing is useful when you want to validate the real calling experience through your telephony setup. It helps confirm how the agent behaves over an actual phone connection, including caller ID behavior and end-to-end call flow.

1. On the Right side Test Your Agent section, click on Phone Call and choose your Scenario (Inbound or Outbound).
   
   
2. Proceed to Select Caller ID (the number the agent will use to call you).
   
   

3. Enter Your Phone Number (the number to receive the test call).
   
   

4. Click Call me to start the test and answer the incoming call on your device.
   
   
   
   

Note:

• Select Caller ID: Choose the phone number your agent will use to call you.
  
  

• Enter Your Phone Number: Provide the destination number to receive the test call.
  
  

• Receive the Call: Answer and interact with your agent as a caller would.
  
  

• Billing note: Phone‑based test calls use your normal telephony setup; standard rates may apply.

Test Call History & Logs

When you're testing your Voice AI Agent, you can go back and look at previous test calls to learn more about the conversation and how the AI Agent interacted with the caller. Use this quick reference to understand what each field means so you can diagnose issues faster and confirm whether your agent achieved the intended outcome.

Analytics behavior: Test calls are excluded from Dashboard Analytics and Performance Metrics.

Understand where to review test results so you can iterate efficiently.

• Where to find: From the Test Your Agent, after your Test Call open Call History OR
  
  
  
  

• Go to Voice AI → Dashboards & Logs and filter by Call Type: Test
  
  

• What you’ll see: Duration, Call Status (e.g., Completed/Missed), Transcript, Recording playback, and Call Summary.
  
  
  
  

Outbound Scenario Availability

Outbound testing is available only when your sub-account has been approved for Voice AI outbound calling and the required compliance setup is complete. If the Outbound scenario does not appear, go to AI Agents → Voice AI, click Enable Outbound Calls, and complete the registration process.

Check out our detailed articles on: Voice AI Outbound Calling , Voice AI Outbound Calling Compliance Checks , Voice AI Outbound Calling Dashboard , Voice AI - META Form Consent Guide For Outbound

Frequently Asked Questions

Q: Do I need to buy a phone number to test?
Web Call: No number is required. Phone Call: Uses your existing telephony setup and standard rates may apply.

Q: Are test calls included in analytics?
No. Test calls are excluded from dashboard analytics and performance metrics.

Q: Will I see transcripts and recordings for trials?
Yes. Open Call History or Dashboards & Logs to access transcripts, recordings, and call summaries for test calls.

Q: Can I test call transfers?
Web Call: Not supported. Phone Call: Behaves according to your agent configuration and telephony setup.

Q: Who is shown as the caller in a Web Call?
The logged‑in user’s contact is automatically used as the caller identity for the trial.

Q: Which method should I choose?
Use Web Call for rapid iteration without number setup. Use Phone Call to validate telephony‑specific experiences end‑to‑end.

Q: Do test calls affect my analytics?
Test calls are meant for Quality Assessment and are excluded from your analytics.

Related Articles

• AI Voice Agents Overview
  
  

• Call Logs for Voice AI Agents
  
  

• Test Call Logs visible in Voice AI Dashboard
  
  

• Voice AI Agents Dashboard
  
  

• Managing Granular Permissions for Voice AI Agents