How publishing works
When you make changes in the platform, they’re saved as a draft. Drafts don’t affect your customers until you explicitly publish them.Make changes
Edit behavior settings, add knowledge sources, or configure actions. Nothing
is served to your customers until you publish.
Test in the simulator
Use the Simulator to
preview your drafts against real conversations.
Unpublished changes bar
A floating bar appears at the bottom of the platform whenever someone on your team has pending changes.
- Stacked avatars of every teammate who contributed to the pending changes. Hover an avatar to see “Name made some changes”.
- A Review button to open the review dialog.
- A Discard button to throw away all pending changes.
Testing changes in the simulator
Open the simulator
You can test your unpublished changes in the
Simulator. This helps you
confirm your changes behave as expected before publishing them to your
customers.
Create a new conversation
Click + New conversation and make sure Include unpublished changes
is enabled. You can use this toggle to switch between the live and
unpublished configurations.
Reviewing changes
Clicking Review opens the review dialog. It uses a two-pane layout so you can see what changed at a glance and act on it without leaving the dialog.
Two-pane layout
- Left pane: one row per changed entity (Company configuration, Chat guidelines, Email guidelines, Specialist, Action, Knowledge source). Entities edited multiple times appear once, with the avatars of every contributor and a relative timestamp. Hover the timestamp to see the exact date and time.
- Right pane: the selected entity rendered exactly as it looks on its own
page, with changes highlighted in place.
- A green bar at the top marks new entities.
- A red bar marks deleted entities.
- Updated entities have no bar.
How diffs are shown
The right pane highlights changes at the field level. The exact styling depends on the type of control.- Text and instruction
- Checkbox and toggle
- Radio
- Dropdown
- Table and list
Word-level inline diff. Removed text is struck through in red, added text is
highlighted in green.
Editing changes inline
You can tweak any field directly in the right pane without leaving the dialog. Inline edits compound onto the existing diff immediately, so you can see the combined result before publishing.
- The dialog title shows an Edited indicator once you’ve tweaked anything in the dialog.
- You can move between changes on the left while keeping inline edits on other entities; all edits are published together.
- Publish all saves any inline tweaks and then publishes every pending change in a single action.
Deleted entities are read-only in the detail pane. You can’t tweak something
that’s about to be removed.
Cancelling with unsaved inline edits
Clicking Cancel with no inline edits closes the dialog. Clicking Cancel after you’ve made inline edits opens a confirmation.
- Go back: return to the review dialog with your inline edits preserved.
- Discard and close: drop the inline tweaks and close the dialog. The original pending changes (from before you opened the dialog) are kept.
Troubleshooting
Nothing appears in the unpublished changes bar
Nothing appears in the unpublished changes bar
Only certain change types qualify for publishing. See the table in What
changes require publishing? below. Chat
widget appearance, email delivery settings, and user and team management
changes apply instantly and don’t flow through the review dialog.
A teammate's change is missing from the list
A teammate's change is missing from the list
Automated and system-only updates (where no user is attached) and Knowledge
Hub crawl-status updates don’t show up in the review list. Every other
contribution appears with the teammate’s avatar.
Discarding changes
Clicking Discard on the unpublished changes bar opens a “Review changes to discard” dialog. It uses the same two-pane layout as the review dialog so you can see exactly what you’re about to throw away.- Click Discard all to drop every pending change. The bar disappears.
- Click Cancel to keep your drafts.
What changes require publishing?
Any configuration change that affects the AI Agent’s behavior, knowledge, or actions requires a publish action before it takes effect. Some changes are immediate and don’t require publishing.Changes that require publishing
| Area | Examples |
|---|---|
| Behavior | Adding, editing, or removing Company configuration, channels, and Specialists |
| Knowledge | Adding, editing, or removing knowledge sources |
| Actions | Adding, editing, or removing AI actions and manual actions |
Changes that don’t require publishing
| Area | Examples |
|---|---|
| Chat appearance | Changing the chat widget appearance |
| Email sending & receiving settings | Changing the email sending and receiving settings |
| Users & teams | Adding, editing, or removing users and teams |
See also
Company configuration
Configure your AI Agent’s overall behavior.
Chat channel
Configure chat channel settings.
Email channel
Configure email channel settings.
Specialists
Configure Specialist instructions.
Knowledge overview
Add knowledge sources.
Actions overview
Configure AI and manual actions.