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A chat agent is not one configuration — it is a set of versions, of which exactly one is published. Live conversations always run the published version, so you can edit freely without touching what customers are talking to.

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The model

An unpublished edit changes nothing for customers. That is the point: you can rewrite the prompt at 2pm and publish it at 6pm.

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Working with versions

1

Create a version before a risky change

Use the version selector in the header. The new version starts as a copy of the current one, so you branch rather than overwrite.
2

Edit and save

Save writes to the current version only. The published version is untouched.
3

Test

The Test Chat always runs the version open in the builder — so you are testing the edit, not the live agent.
4

Publish

Publishing points live traffic at that version. From the next inbound message on, customers get the new behaviour.
Publish ships the last saved version, not what is on screen. If you have unsaved edits the builder will stop you — save first, then publish.

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Rolling back

Select the previous version and publish it. Nothing is deleted by publishing, so a bad change is one publish away from being undone — which is the reason to create a version instead of editing the live one in place.

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Saving safely

The builder sends only the fields you actually changed, so two people working on different panels do not overwrite each other’s untouched settings. If someone else changed the same version while you had it open, you are shown the conflict rather than silently winning. An Unsaved Changes notice appears whenever the current version differs from what is stored, and returns on every further edit until you save.

Create a chat agent

The builder and its panes

Testing

Test the version you are about to publish