Agent versions

Agent versions let you try out changes to an agent without touching the configuration that’s handling calls. You can keep several saved versions of an agent. Exactly one of them is live.

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The version switcher

The agent header shows a version chip, such as v1 · Live, next to the call history icon. Click it to open the Versions list. The list shows every saved version of the agent, when it was created and edited, and which version is live. Versions that aren’t live are marked Not live. Each row has these actions: View, Edit, Make live and Delete are available only for versions that aren’t live.

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Save as a new version

To save your changes as a new version instead of updating the live one: Clicking Save agent itself still saves your changes to the live version.

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View a version

Click View on a version in the switcher. The editor loads that version read-only, with a banner saying which version you’re viewing and which version is live. Save agent is disabled while you view a version. From the banner you can:

• Make live: make the version you’re viewing live.
• Edit: switch to editing the version.
• Back to live: return to the live version.

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Edit a version that isn’t live

Click Edit on a version in the switcher, or Edit in the viewing banner. The banner changes to Editing and the save button reads Save to followed by the version’s name, for example Save to v2. Saving updates only that version. The live version doesn’t change, and you stay on the version you’re editing. Click Discard in the banner to drop your unsaved changes.

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Test a version

While you’re viewing or editing a version, Get a call from agent places the test call using that version, not the live one. Use this to compare a new version against the live version before you make it live.

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Inbound calls

Inbound numbers always answer with the live version. While a version that isn’t live is open, the Inbound Calling toggle, the Inbound number selector and the Set inbound number buttons are disabled. Switch back to the live version to change inbound settings. See Inbound Calling settings.

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Make a version live

Click Make live on a version in the switcher, or in the viewing banner. The version starts handling calls, and the editor reloads with it as the live version.

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Delete a version

Click Delete on a version in the switcher and confirm. A deleted version can no longer be viewed, edited or made live. Calls that already ran on it keep their transcripts and still show it as their version. This can’t be undone. You can’t delete the live version. Make another version live first.

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Versions in call history

When you select an agent in call history, the table shows a Version column with the version each call ran on. Use the version filter to show calls from a single version.

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Next steps