Test and monitor Quinn
Try Quinn safely in a sandbox, then track how it performs with real customers.
Don't find out how Quinn handles a tricky question from an angry customer. Try it yourself first, then keep an eye on how it's actually doing once it's live.
Test agent sandbox
Find it at Admin → AI & Automation → Test agent.
The sandbox runs Quinn against your saved configuration: current knowledge sources, guidance, and actions. Nothing you do here reaches your inbox or a real customer.
Switch between testing the Agent (the customer-facing role Quinn plays in Messenger) and Copilot (the teammate-facing Q&A role) to see how each responds with the same settings.
Tip:
Test with the questions your customers actually ask, not idealized ones. Pull a few real transcripts and see how Quinn handles them before you turn on automatic replies.
Performance
Find it at Admin → AI & Automation → Performance.
Agent metrics
Always visible, covering the customer-facing Agent:
- Involvement rate -- how many conversations Quinn takes part in
- Resolution rate -- split into confirmed resolutions (the customer said so) and assumed ones
- Escalation rate -- how often Quinn hands off to a human, with the handed-off count
- Actions completed -- a rolling count, plus a 30-day trend
Actions funnel
Also always visible: how often each built-in action is attempted, completed, or fails, broken down per action.
Copilot usage
Note:
Copilot usage metrics only appear once Inbox AI is on. See Use Quinn Copilot.
Once Inbox AI is on, the Performance page adds:
- Questions asked, transforms run, and summaries generated
- An insert-rate funnel showing how often a Copilot answer, transform, or summary actually lands in a reply or note
- Helpful votes, including how many were marked unhelpful with a reason
- Top teammates and a breakdown of transforms by kind
Two sections appear only when their matching Labs flag is on:
- Actions funnel -- approval rate and proposed/approved/rejected/expired counts, once Assistant actions is on
- Suggestions -- acceptance rate and shown/inserted/dismissed counts, once Proactive suggested replies is on
Next steps
- Configure the Quinn Agent -- Adjust settings based on what you see in testing
- Give Quinn actions -- Turn on the actions the funnel is tracking
- Build a workflow -- Automate what Quinn's handoffs and escalations should trigger next
Was this helpful?
Your feedback shapes what we write next.