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Use versions to track changes, test safely through Sandbox → Pre-release → Live, and rollback instantly if problems occur.

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Quick reference

I need to…Action
Publish a new versionClick Publish → add description
Promote to Pre-releaseDeployments > Environments → Options → Promote to Pre-release
Promote to LiveDeployments > Environments → Options → Promote to Live
RollbackFind the last good version → Promote to Live
Compare versionsSelect two versions → Compare
View historyDeployments > Environments

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Publishing

Publish a version when you’ve made changes in Sandbox and want to create a checkpoint, test in a clean environment, or prepare for promotion.
  1. Make and test your changes in Sandbox
  2. Click Publish in the top right
  3. Add a clear version description
  4. Click Publish
A published version includes: Managed Topics, Connected Knowledge configs, functions, agent settings, response controls, routing rules, API integrations, and test sets.
Use descriptive version descriptions. Examples: “Added Spanish language support with new voice”, “Fixed booking function timeout”, “Updated holiday hours”.
Connected Knowledge content is synced separately. Sync sources before publishing to ensure the latest content is available.

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Promoting

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To Pre-release

  1. Go to Deployments > Environments
  2. Click the Options Menu next to the version
  3. Select Promote to Pre-release
Use Pre-release for UAT, validation with select users, and final checks before production.

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To Live

  1. Go to the Pre-release tab in Deployments > Environments
  2. Click Options → Promote to Live
  3. Confirm by checking the box and clicking Promote
Promoting to Live affects real customers immediately. Always test in Pre-release first.
You can promote directly from Sandbox to Live, but this is only recommended for emergency hotfixes.

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Comparing versions

  1. Go to Deployments > Environments
  2. Select two versions and click Compare
  3. Review the diff:
    • Green – additions
    • Red – deletions
    • Blue – edits
You can compare Managed Topics, function code, agent settings, response controls, and routing rules.

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Rolling back

Rollback when a new version has critical bugs, performance degrades, or customer complaints spike. Rollback is just promoting an older version:
  1. Go to Deployments > Environments
  2. Find the last known good version
  3. Promote it to Live
Time to rollback: 2-5 minutes. After rolling back, investigate the issue, fix it in Sandbox, and re-promote when ready.

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Deployment workflows

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Standard deployment

  1. Develop and test in Sandbox
  2. Publish with descriptive notes
  3. Promote to Pre-release → validate
  4. Promote to Live → monitor closely

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Hotfix

  1. Reproduce the issue in Sandbox
  2. Fix, test, publish
  3. Promote through Pre-release briefly, then to Live
  4. Monitor closely

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Seasonal updates

  1. Apply seasonal changes in Sandbox (hours, policies, etc.)
  2. Publish, promote, and schedule for the right date
  3. Revert after the season ends

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Best practices

  • Publish regularly – don’t accumulate too many changes in a single version
  • Run test sets before promoting – catch regressions early
  • Monitor after promotion – watch the first 30 minutes closely, check metrics for 24 hours
  • Be ready to rollback – know which version to revert to before promoting
  • Use consistent descriptions – consider tags like [HOTFIX], [FEATURE], [SEASONAL]
Last modified on April 16, 2026