Evals for LimeChat

Grounded answering against brand SOP and catalog

Responses stay within retrieved brand knowledge; unknown facts are surfaced as unknown rather than filled in.

Multi-turn context retention

Order, lead, or booking context carried across turns and channel interruptions without re-asking.

Intent disambiguation and clarification

Ambiguous or multi-intent messages get one targeted clarifying question instead of a wrong-branch commitment.

Escalation to human agent

Recognizing frustration, edge cases, or out-of-scope asks and invoking smart agent handoff with context.

Turn-taking and interruption handling

Agent yields on barge-in and recovers the thread without repeating the full prompt.

Chat–voice continuity

A journey started in chat resumes on a call with prior context intact, and vice versa.

Call outcome and consent capture

Correct disposition, callback preference, and opt-out honored and written back.

Speech-input robustness

Handling names, order IDs, and amounts spoken with accents, noise, or partial utterances.

Deterministic vs AI node routing

Data collection, API calls, and conditional logic execute deterministically; reasoning is invoked only where required.

Flow configuration without engineering

A CX or ops user can build, branch, and integrate a journey end to end in the canvas.

Pre-launch testing and simulation

Flows can be exercised against representative conversations before production release.

Same-day iteration and versioning

Post-launch edits take effect without a developer ticket and without breaking in-flight conversations.

Abandoned checkout and drop-off recovery

1-click checkout recovery, retry automation, and reminder cadence that respects opt-out.

Order tracking, returns, refunds, cancellations

Status resolved from the integrated system of record, never fabricated.

COD verification and COD-to-prepaid conversion

Confirmation, nudge, and payment-link handling with correct order state transitions.

Reorders, feedback, and in-chat checkout

Catalog, cart, and payment steps completed inside WhatsApp without dead ends.

BFSI account and loan handling

Loan status, EMI queries, and payment issues answered only after the SOP's identity check.

KYC and document collection

Correct document set requested, third-party disclosure refused, sensitive artifacts not echoed.

Lead qualification and booking

Test drives, site visits, and reservations qualified and booked with accurate slot and eligibility handling.

PII handling in transcripts

Account numbers and identity data masked or withheld in agent-visible and logged output.

CRM, CDP, LOS, and logistics writes

Lead, ticket, and order updates land once, with correct fields and no duplicate records.

Smart handoff context transfer

Human agent receives conversation history, intent, and customer state at the moment of transfer.

WhatsApp platform primitives

Buttons, lists, and templates render and respond correctly on Meta's stack.

Conversational analytics and CSAT reporting

Deflection, bot performance, and CSAT figures reconcile with the underlying conversation records.