Skip to main content
An agent can have several versions, each with its own configuration. Versions let you keep earlier work as you make changes and choose which configuration your calls use.

​
Draft and published versions

A new version starts as a draft, which you can edit and test. Publishing makes that version read-only, giving you a fixed configuration you can return to later. To continue making changes, create another draft from it. Both draft and published agent versions can be attached to phone numbers. Version numbers start at V0 and increase each time you create a new version. Publishing keeps the same number and removes the draft label: V2 (draft) becomes V2.

​
Manage versions

Click the version button in the upper right corner of the agent page to open the versions panel.
The panel groups versions under Draft and Published. Select a version to open its configuration. Drafts also show which version they were created from, so you can trace a change back to its starting point.

​
Create a draft

Select the version you want to start from, then click + in the versions panel. The new draft is a copy you can edit without changing the source version. You can create a draft from any past version, and keep several drafts at once to try different approaches. Give each draft a test call before deciding which one to use.

​
Publish a draft

Select your draft and click Publish in the upper right corner of the agent page, then confirm in the dialog.

​
Delete a version

Open the versions panel, select the version you no longer need, and use the delete option. If it’s a published version with phone numbers or environment tags attached, remove those assignments first.

​
Environment tags

An environment tag is a name that points to an agent version. Assign a phone number to a tag, and it follows whichever version the tag points to. This is useful when you want to switch versions without updating each phone number’s settings. For example, your production number could use the prod tag, assigned to V2. While it continues to use V2, you can test V3. When you’re ready to switch, move prod to V3. To return to the previous configuration, move it back to V2. Each agent starts with prod and staging tags. A version can have more than one tag, so both can point to the same version if needed.

​
Create and configure a tag

Click Environment in the agent header, then Configure Tags. Choose an existing tag to edit its settings, or click + Add to create one. Each agent can have up to 10 tags, including the defaults.
You can set dynamic variable values for each tag in this dialog. Those values are supplied when a call uses the tag. For example, an agent might use a dynamic variable for its transfer destination. Set that variable to your own number under staging and your team’s number under prod. You can then test transfers on the same agent version without sending test calls to your team.

​
Assign or move a tag

In the versions panel, select the version you want the tag to use. Click Environment in the agent header and choose the tag. Its label appears beside the version. To move a tag, repeat these steps on a different version. Phone numbers that use the tag follow the change; phone numbers assigned directly to a version stay on that version.