How publishing works
When you make changes in the platform, they are saved as a draft. These draft changes do not affect your customers until you explicitly publish them.Make changes
Edit behavior settings, add knowledge sources, or configure actions. Any
changes you make are not served to your customers until you publish them.
Test using the simulator
Use the Simulator to test
your changes before publishing. This will help you ensure your changes are
working as expected.
Publish or discard changes
Once you’re happy with your changes, click Publish in the publish
notification. This will make your changes available to all of your customers
across all your channels. If you’re not happy with your changes, you can
click Discard to revert all of the changes made since the last publish.
Publish notification
Whenever anyone makes changes that need publishing, a publish notification appears in the platform. This notification lets you know that there are changes waiting to be published.
- Review: Review & deploy all pending changes to your customers.
- Discard: Revert all pending changes and keep the current live configuration.
Testing changes in the simulator
Open the simulator
You can test your unpublished changes in the
Simulator. This will help
you ensure your changes are working as expected before publishing them to
your customers.
Create a new conversation
Click + New Conversation to create a new conversation. Make sure the
Include unpublished changes option is enabled. You can use this toggle
to switch between the live and unpublished configurations.
Publishing or discarding changes
Click Review or Discard
When you’re ready to deploy your changes, click Review in the publish notification.
Review the changes
A modal appears showing all pending changes. Review the list to ensure you
want to deploy these updates. 
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. However, 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 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 actions