Create a simulation
Build a simulation by defining a customer scenario, mocking the tools it touches, and adding the assertions that decide whether it passes.
You create simulations from the Simulations tab on the agent detail page. Each simulation is built from three parts: a customer scenario, tool mocks, and assertions.
The customer scenario
The scenario describes the synthetic customer the agent will talk to:
| Field | What it sets |
|---|---|
| Opening message | The customer's first message, word for word |
| Customer context | The backstory — what the customer wants, knows, or refuses to share |
| Claimed identity | Who the customer says they are (optional, for identity-verification flows) |
| Channel | Whether the conversation is chat or email |
| Max customer turns | How many times the customer can reply, so the test can't run forever |
A good context gives the simulation realism — for example: "Customer has order #1234, knows the tracking number, but won't share their email."
Add mocks and assertions
With the scenario set, define:
- Tool mocks — fake responses for any tools the agent will call, so the run stays offline.
- Assertions — the checks that decide pass or fail. Every simulation needs at least one.
Saving
Simulations autosave as you edit. Once saved, a simulation is reusable — run it as often as you like, including after every change, to catch regressions.
Let the assistant draft one for you
In the Build tab, you can ask the assistant to create a simulation — for example, "Create a simulation where the customer asks for a refund on an out-of-warranty item." It drafts the scenario, mocks, and assertions for you to review before saving.