Conversation experience

Overview

Review the hosted Messaging conversation experience before you launch. Test the complete journey from the first message to resolution.

Limitations

Messaging supports different file experiences with different requirements. Image understanding, live agent attachments, and upload blocks do not share one size limit.

Custom interfaces must implement the controls and flows they need. Lovelace does not supply complete upload or survey workflows.

Capabilities & configuration

Use Messaging settings and integration guides to prepare these experiences.

Experience	What to verify
Messages and retry	Test a failed send and retry. Check that the end user’s message appears once.
Human support	Check routing, agent messages, reconnects, and persistence during a session.
Transcripts	Test the transcript options configured under Appearance > General on each platform.
Files	Test the correct upload flow and verify that previously uploaded files remain accessible.
Surveys	Complete each configured survey and check the saved result.
Notifications	Test permission requests and notification taps on each supported device.

Implementation & usage

Validate Messaging with the features your Agent uses.

See Handoffs for human support configuration.
See image support for image understanding requirements.
See Data controls for the same-tab handoff persistence exception.
See Reporting and surveys for saved responses and transcript differences.
See Push notifications for browser notifications and webhook push delivery.

Compare the transcript and reporting record after each test. Confirm that custom applications expose errors and recovery actions to end users.