What is preview mode?
Preview mode lets you test your AI agent on a real call without affecting your usage stats. Press *9 in the first second, just as the call connects, to enter preview mode. It is only detected at connect - pressing *9 later in the call has no effect.
What changes in preview mode
- The agent announces it has entered preview mode
- The agent uses your published settings (not any saved draft)
- Call duration limits are not applied
- Usage events are not recorded (the call won't count against your minutes)
Typical workflow
- Ring your desk number from your mobile
- Press *9 the moment the call connects
- Ask questions, test FAQs, try booking flows
- Review the call in your Calls log
Draft vs published settings
Changes you make in Setup are saved as a draft. They don't go live until you publish. Preview mode always reflects the published version, so you can test what callers currently experience.
Related articles
- Customising your AI agent - Managing your agent's knowledge and FAQs - External knowledge sources - Seasonal promotions and announcements - Call recording and consent