Control changes to your agent with versioning

Versioning lets you safely update and test your customer service agent before making changes live for your customers. With versioning, you can experiment with your agent’s configuration – including Identity, Knowledge, Guidance, Actions, and Handoff – without affecting the live experience.

How versioning works

When you make changes to your customer service agent, you’re working in a draft version. The draft version lets you update your agent’s configuration without affecting the live experience for customers. As you edit, a floating bar at the bottom of the screen shows that you’re working in a draft.

Any updates you make are saved to this draft version until you’re ready to publish. This way, you can review and refine your changes as needed, knowing they won’t impact your live agent until you decide to make them available to customers.

Publishing your changes

When you’re ready to make the latest version of your agent available to your customers, select Publish. After publishing, a new draft version is automatically created for any further changes.

Switching between versions

Select the Version button in the floating bar to see a list of the last five versions, plus the current live version (if available). You can view previous versions, but not edit them. Only the draft version can be modified.