These steps map to tools in Capabilities. You don’t call them by hand. Describe the outcome you want and let the client chain the tool calls. Example prompts are shown throughout.
1. Branch
Never edit a live agent directly. Create a Branch so your changes are isolated until you’re ready to publish.
“Create a Branch of the Acme support agent called greeting-update.”
2. Build
Edit the agent on the Branch: behavior rules, knowledge base topics, connectors, and variants for multi-site configuration.“On that Branch, update the greeting and add a knowledge base topic for refund policy.”
3. Test
Use a debug chat session to exercise the Branch before it goes anywhere. Inspect the resulting conversation data to confirm the agent behaves as intended.“Start a debug chat against this Branch and ask it about refunds. Show me the transcript.”
4. Test in Staging (optional)
Move the Branch to Staging to test it on a real phone number or widget, the way a customer would. Staging is available in Branches and Sub-branches modes and holds one Branch at a time. See Environments.
“Move the greeting-update Branch to Staging.”
5. Publish to Live
When the Branch looks good, publish it. Its changes are merged onto Live and become the newest version in Live’s history. Nothing reaches live callers until this step. In Sub-branches mode, merge a Sub-branch into its Branch first, then publish the Branch.
“Publish the greeting-update Branch to Live.”
6. Roll back if needed
Every version of Live is kept. If something regresses, roll back to a previous version immediately.“Roll Live back to the previous version.”