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Your agent has a Live version. This is the version your customers interact with. You never edit Live directly. Instead you work in a copy of the agent, called a Branch. It saves as you go, without affecting the Live version. When you are ready to push the changes to customers, you publish. This creates a new Live version, and from that moment it handles every customer conversation.

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Publishing

When you publish, your changes are merged onto Live. Merging means your changes are added on top of what is already there, rather than replacing it. That matters when more than one person is working on a project. If a colleague publishes their Branch while you are still working on yours, your change is added on top of theirs. If you both changed the same thing, you are asked which version to keep before anything goes live. Nothing is lost silently.

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Rolling back a change

Every publish is saved as a version in Live’s history. If a change goes wrong, you can roll back to an earlier version in one step.
Deployments page Live history tab, listing published versions with the current one marked Live

Live history on the Deployments page, with every published version in order

1

Open Live history on the Deployments page

Every publish is listed there as a version.
2

Choose an earlier version and roll back

Live returns to that version in one step. Nothing else changes.
Because publishing merges rather than replaces, a rollback cannot be silently undone by someone else’s publish.
While an experiment is running, rolling back waits until you end it.

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Two ways to work

Every project can have as many Branches as you need, and any Branch can be split into Sub-branches. You decide which to use for each piece of work, depending on whether the change ships on its own or as part of a larger update. Branches and Sub-branches in Sandbox, one Branch in Staging, publishing onto Live Branches and Sub-branches in Sandbox, one Branch in Staging, publishing onto Live Each has its own page. Start with Branches, because everything on that page applies to Sub-branches too.

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Terminology

Branches

Everyone works in their own Branch and publishes when ready.

Sub-branches

A team shares one Branch and ships an update together.

Environments

What Sandbox, Staging and Live are, in plain English.

Compare changes

See exactly what will change before you publish.

Everyday practice

Hotfixes, seasonal updates and best practice, in the Academy.

Environments and testing FAQ

Common questions about Sandbox, Staging and Live.

Experiments

Run a Branch against Live on real calls and keep the winner.
Last modified on October 9, 2026