Send instruction actions
Send Instruction actions to simulate customer inputs during your test, allowing you to mimic how a real customer would interact with your contact center experience.
DTMF input (keypad presses)
Simulates a customer pressing keys on their phone keypad. This is commonly used for IVR menu navigation where customers select options by pressing numbers.
Configuration options:
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Action – Select "Send Instruction" from the dropdown
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Input type – Choose "DTMF Input"
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Parameter – Enter the key(s) to press (numbers 0-9, *, or #)
Use cases:
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Navigating through menu options ("Press 1 for Sales, Press 2 for Support")
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Entering account numbers or reference codes
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Confirming selections with # or *
Text and voice input
Simulates customer speaking or typing text responses. This is essential for testing conversational AI, chatbots, and voice-enabled flows.
Configuration options:
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Action – Select "Send Instruction" from the dropdown
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Input type – Choose "Text/Utterance input"
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Parameter – Provide the customer's response using plain text that the customer would say or type
Use cases:
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Responding to bot questions ("I need help with my order")
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Providing information requested by the system ("My account number is 12345")
Disconnect
Simulates a customer ending the call. This is useful for testing how your flow handles customer-initiated disconnections at various points.
Configuration options:
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Action – Select "Send Instruction" from the dropdown
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Input type – Choose "Disconnect"
Use cases:
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Testing disconnect processes when customers hang up
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Ensuring no errors occur during unexpected disconnections
