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When you edit something on an agent, it’s saved as a draft. People still meet the version you published last. This way you can keep working without changing a conversation that’s already in progress. You’ll find Publish in the agent’s menu, under Analyse and above Change history.

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How to do it

  1. Open the agent, and edit what you want.
  2. Look at the menu. If it says Changes not published yet, something is waiting.
  3. Click Publish.
  4. Optionally, write a short note under What changed?. It stays in the history.
  5. Click Publish again to confirm.
If it says Everything is live, there’s nothing to publish.

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What to check

  • Can’t publish? Then it says Publishing is blocked, with a list of what to fix first. Fix the points, and try again.
  • Doesn’t a change work? Check that you’ve published. Guidelines, escalation, and workflows only take effect once you publish.
  • Did you test it? Under Test → Live test you talk to the draft. You don’t need to publish to test.

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Go back to an earlier version

Open Change history. Under Versions you’ll find each release with its number, the date, and your note. Click Make live on the version you want to go back to, and confirm. Your current setup stays as it is. Only the version people meet changes.

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Next steps