If a single voice agent serves multiple customers, register it as one agent in Egma. You can add multiple connections to the same agent and test different behaviors through each connection.
Choose a connection
Your options depend on the platform your agent runs on.Text or voice?
Text simulations help you test how your agent handles a conversation: what it says, which tools it calls, and whether it follows the expected behavior. Voice simulations also exercise the speech stack. Use them to check the spoken experience, including how the agent hears the caller, responds with audio, and handles timing. You can start with text while developing a flow, then run the same suite over voice.Add a connection
Follow add a connection for UI steps and CLI commands.Use a connection in a run
When starting a run, select your test suite, agent, and one of that agent’s connections. A run uses one connection for every simulation in the suite. To test the same suite over another connection, start a separate run with that connection.Connection capabilities
The connection you choose affects which testing features are available.
For LiveKit, the Egma simulation hook is required for every simulation. Text connections also need the worker’s chat-mode setup. See the LiveKit guide.
Retell text mode supports Retell-managed LLM and conversation-flow agents. Use a voice connection for Retell custom-LLM agents.
Retell phone simulations use the deployed phone route and its normal backend. They do not support test mock tools or test-supplied dynamic variables. Use a Retell web-call connection when you need those controls during a voice simulation.
See Mock tool responses for details.