Why In-App Chat Support Is the Most Under-Tested Feature in Delivery Apps

In-app customer support flows are rarely tested after initial development, despite being critical for retention after failed deliveries. Chatbot trees change weekly, live agent handoff logic updates monthly, and refund rules shift with policy changes—all without triggering regression tests. This guide outlines why support flows break often, why traditional automation fails on chat interfaces, and how to build testing that runs on every build.