Save, test and publish
How saving works, how to test every change, and what publishing does to a live phone line.
What you will achieve
You will know when a change is saved, how to test it, and how to put an agent on the phone line or take it off.
Save
Changes are not saved automatically. Under the agent's name, the note reads Unsaved changes, Saving… or All changes saved. Press Save to keep edits. If you try to leave with unsaved changes, a dialog offers to save them first.
Saving changes the agent's settings. If the agent is published, a saved change affects the next call; a call already in progress continues as it was.
Test
- Talk starts a spoken test in the browser. See Test your agent.
- The arrow next to it offers Chat to type instead.
- Both tests save pending edits first and use the same instructions, tools and knowledge as a phone call.
Publish
The split button at the top right changes with the agent's state:
| State | Button | What it does |
|---|---|---|
| Not published, unsaved changes | Save and, in the arrow, Save and publish | Keeps edits; publishing starts answering calls. |
| Not published | Save, arrow offers Publish | Starts answering calls on its number. |
| Published | Published, arrow offers Unpublish | Unpublish stops it answering until you publish again. Settings are kept. |
A published agent shows Active in the Agents list; an unpublished one shows Inactive.
Warning. Unpublishing takes the agent off its phone number at once. Callers then hear "Sorry, no agent is available to take this call."
Plans and publishing
The Free plan can build and test agents, and a Free agent is created unpublished and cannot be published. A paid plan can publish. If your plan cannot, the menu shows "Your current plan cannot publish agents. Buy a plan to publish." See Plans and billing.
Troubleshooting
- A change is not live. It was not saved, or the call started before you saved.
- Publish is greyed out. Check the plan message in the menu.
- Members cannot save. Members can test but not change agents.
Related guides
Something here does not match what you see in the dashboard? Let us know.