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Branches mode is for small teams working on separate changes at the same time. Each person works in their own Branch and publishes it when ready. Nobody waits for anyone else, and nobody’s changes get mixed up with anyone else’s. Branches mode: Branches in Sandbox publish onto Live, with an optional move to Staging Branches mode: Branches in Sandbox publish onto Live, with an optional move to Staging

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Watch it

Branches mode walkthrough (7 min)

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What a Branch is

A Branch is your own separate copy of the agent. Anything you change in your Branch stays in your Branch until you publish. Your colleagues each have their own, and none of them can see or affect yours. All Branches live in Sandbox, the environment where you build and test. A Branch saves as you go. Test it at any time by running simulation tests, or by talking to your agent over an in-app call or chat. Your API and app connections work here too. To test the way a customer would experience it, for example by calling a real phone number, move the Branch to Staging. When you are ready, publish your Branch. Its changes are added onto Live and become the newest version in Live’s history.
Branches tab on the Deployments page listing open Branches, one marked Staging

Every open Branch on the Deployments page, with one of them in Staging

The navigation bar at the top shows whether you are looking at Live or a Branch, and lets you switch between them.
Branches cannot merge into each other. Each one publishes to Live on its own. To split one piece of work across several people, use Sub-branches mode.

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Making a change

The everyday case: a knowledge update, a settings change, a behaviour prompt tweak.
1

Create a Branch from Live

It starts as a copy of the current Live version, so you are working from what customers actually hear.
2

Make your change

It saves as you go.
3

Test it

Run simulation tests on the Branch, or talk to the agent yourself over an in-app call or chat.
4

Move to Staging (optional)

Move the Branch to Staging from its actions menu on the Deployments page, then test it the way a customer would.
Skip this step unless you need to test on a real channel.
5

Publish

The changes in your Branch are added onto Live and become the newest version in Live’s history.
Nothing else rides along with your change, and nobody else’s work is touched.

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Handling an out of sync Branch

Your Branch started as a copy of Live. If a colleague publishes while you are still working, Live has moved on and your Branch is now out of sync. Publishing is blocked until you catch up, so that your publish cannot undo their change.
Publish menu on an out of sync Branch, with Publish greyed out and labelled Sync with live first

Publishing is unavailable until the Branch is synced with Live

1

Your Branch is marked Out of sync

This is expected, not an error. It just means Live has changed since you started.
2

Sync

This pulls the latest Live changes into your Branch, alongside your own.
3

Resolve any conflicts

If you and your colleague both changed the same thing, a screen asks which version to keep. Everything else merges on its own.
4

Test, then publish

Check the combined result before you publish.

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Checking what will change before you publish

Open the Publish menu and choose Compare changes to see your Branch against Live side by side, and confirm only the change you intended is there. You can also compare any two Branches, or two versions in Live’s history.
Publish menu showing View branch history, Compare changes with live, Move to staging, Publish, Publish as an A/B test and Delete branch

The Publish menu on a Branch

For how to read a comparison, see Compare changes.

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Undoing a publish

If a change goes wrong after publishing, put an earlier version of Live back. See Roll back a change.
Last modified on September 14, 2026