After connecting a channel and adding teammates, run an end-to-end test from an external account as if you were a customer. Confirm that the message reaches the right inbox and can be answered.
Before you start
You need a connected channel and a teammate with access to the inbox. Use a test conversation rather than real customer information when possible.
Steps
- 1
Send a test message
Start a conversation from a test account on the connected channel and wait for it to appear in the inbox.
- 2
Check conversation details
Open the conversation and verify the channel, contact details and message time.
- 3
Test assignment
Assign the conversation to a teammate or team and confirm that the new owner can open it.
- 4
Reply and add a note
Send a customer reply, then add a private note and confirm it is not shown to the customer.
- 5
Finish the test
Review the conversation status and labels, then record anything that needs changing before launch.
Check the result
The message appears in the right inbox, the reply reaches the test account, the note stays private and the assigned owner is clear.