Versions
How to change an agent that's live without disturbing the people already talking to it.
An agent is a series of numbered versions, and only one is live at a time.
- Draft: your changes in progress. There's only ever one, and no contact reaches it.
- Live: the published version every real call and chat uses.
- Archived: a version that used to be live. We keep it so you can look at it or bring it back.
Editing and publishing
A new agent starts as version 1, already published, so you can use it straight away.
When you edit a published agent and select Save, a draft one number higher holds your changes. Saving again updates the same draft. The live version keeps running, unchanged, while you edit.
Select Publish to make the draft live. The version it replaces is archived. Publish only appears when there is a draft, and it is disabled while you have unsaved changes or errors.
Every option on the Test menu runs your draft, so you can try an edit before any contact reaches it. See Builder.
Version history
Select the version chip next to the agent's name in the builder to open Versions. Select a version to view it; select Back to Draft to return to editing.
On an archived version:
- Restore copies it into a new draft. Publish that draft to make it live again.
- Compare shows what changed between it and the current version.
Duplicating an agent
Select Duplicate workflow on an agent's card on the Workflow page. The copy is a new, separate agent with its own version history starting at 1, and it opens straight away. The builder shows which agent it was duplicated from.
After that the two are separate: editing one never changes the other. A copy is a new agent, so it counts toward your plan's agent limit.
Duplicate when you want to try a bigger change without touching the agent your contacts reach, or to start from an agent that already works.
Next
Make the edit in the Builder, try your draft before publishing, and look at what a published version produced in Recordings.
Common questions
Can I edit an agent that is live?
Yes. Saving creates a draft while the live version keeps running unchanged. Publish when you are ready.
What happens to the old version when I publish?
It is archived. You can view it, compare it with the current one, or restore it into a new draft.
How do I copy an agent?
Select Duplicate workflow on its card on the Workflow page. The copy is a new, separate agent and counts toward your plan's agent limit.