How do I test changes safely before going live?
How do I test changes safely before going live?
Work in a Branch, a copy of the agent. Test it, then publish. In Simple mode there is one Branch. In Branches mode each person has their own. In Sub-branches mode a team shares one Branch and splits it into Sub-branches.
- Create a Branch from Live, so you start from what is actually running.
- Make your change. It saves as you go.
- Test it with simulation tests, or talk to the agent over an in-app call or chat. Tests run on any Branch or Sub-branch.
- Move it to Staging if you need to test on a channel. This step is optional.
- Publish. Your Branch merges onto Live and becomes the newest version in Live’s history.
Do I have to go through Staging?
Do I have to go through Staging?
No. A Branch publishes straight to Live once you have tested it. Move it into Staging only when you need to test on a channel. Only one Branch can sit in Staging at a time.
Can I test on a Sub-branch?
Can I test on a Sub-branch?
Yes. Tests run on any Branch or Sub-branch, before it merges anywhere.
Will publishing overwrite a colleague's work?
Will publishing overwrite a colleague's work?
No. Publishing merges onto Live rather than replacing it. If Live has moved on since you created your Branch, your Branch is marked out of sync and you must sync and resolve any conflicts before you can publish.
What happens to my Sub-branches if someone publishes the Branch they came from?
What happens to my Sub-branches if someone publishes the Branch they came from?
Nothing is lost. Any Sub-branch still open moves to sit directly under Live and becomes a Branch in its own right. Carry on working, then publish it like any other Branch.
How deep can Branches nest?
How deep can Branches nest?
Three layers: Live, Branch, Sub-branch.
Where does the app open?
Where does the app open?
On the last thing you were working in, whether that is Live, a Branch or a Sub-branch.
How do I manage multi-site or multi-location agents?
How do I manage multi-site or multi-location agents?
Use variant management to manage location-specific content in a single agent. Each variant stores attributes like phone numbers, addresses, and hours.Variants are useful for:
- Hotel chains, restaurant groups, or retail chains with multiple branches
- Agents that need to respond differently based on which number was called
- Dynamically populating responses with location-specific data using
${variant_attribute}syntax