Manage Gladly Agent Versions

You can control when changes to your Gladly Agent go live. When deployment controls are active, edits you save won't affect live conversations until you choose to deploy them.

Before you start

• You must have access to Guides as an Administrator or Team Manager.

• Gladly must already be implemented for your organization.

• At least one Gladly Agent must exist. See Set Up a Gladly Agent if you need to create one.

• This feature must be enabled for your organization. Contact your Gladly team if you don't see the Versions panel.

How versioning works

Every time you save a change to your Gladly Agent, a new version is created automatically. A version is a snapshot of your Gladly Agent's entire configuration at that point in time, including all Guides, advice, transfer conditions, and guardrails.

The version actively serving live conversations is the deployed version. Until you explicitly deploy a new version, live conversations keep using the one you deployed last, regardless of how many edits you've made since.

Versioning activates after the first deployment

You need to make your first deployment to activate versioning. Until you deploy a version for the first time, the system works the way it always has with every save going live immediately. Once you deploy your first version, the system switches over permanently. From that point on, only explicitly deployed versions serve live conversations.

What's included in a version

A version snapshots your entire Gladly Agent configuration:

• Guides (active, inactive, and draft)

• Advice (the How to Speak to Customers behavior tile)

• Transfer conditions (the When to Get More Help behavior tile)

• Guardrails

• Basics behavior tile configuration

The following are not included in a version and take effect immediately:

• Knowledge base content (Answers)

• Automatic Topics configuration

• Entry Point connections

• App Platform configurations

Manage deployments

Activate deployment controls

To activate deployment controls for a Gladly Agent, deploy your current version:

1. Select Guides from the main menu.

2. Choose the Gladly Agent you want to manage.

3. Click Versions in the top-right toolbar. [Screenshot: Versions button in the Guides toolbar]

4. Find the most recent version in the table.

5. Click the three-dot menu (⋮) on that row.

6. Click Deploy.

7. Confirm in the dialog that appears.

Once confirmed, deployment controls are active for this Gladly Agent. From this point on, saves create new versions but don't affect live conversations until you deploy.

Deploy a version

1. Select Guides from the main menu, then choose your Gladly Agent.

2. Click Versions in the top-right toolbar.

3. You'll see a table showing every saved version of your Gladly Agent, newest first. [Screenshot: Versions panel showing version table] The table shows:

   1. Version: a unique identifier for each saved state

   2. Created at: when the version was created (the moment the save happened)

   3. Status: a green Deployed badge for the active version; gray Not deployed for all others

4. Find the version you want to deploy in the table.

5. Click the three-dot menu (⋮) on that row.

6. Click Deploy.

7. Confirm in the dialog that appears.

8. The page refreshes and the status badge updates to reflect the newly deployed version.

Roll back to a previous version

There's no separate rollback action. Find any older version in the table and deploy it to go back to effectively revert a recent change. Any version in the history can be deployed at any time.

Recommended workflow

For the best results, follow this pattern when making changes to your Gladly Agent:

1. Make your changes. Edit Guides, advice, or transfer conditions and save when ready. Each save creates a new version automatically. Your live conversations are not affected.

2. Review before deploying. Open the Versions panel to confirm the version you want to go live. Make additional edits if needed. Each save creates another version.

3. Deploy when ready. Click the three-dot menu on the version you want and select Deploy. Live conversations will pick up the new version for any new contact that starts after the deployment.

Things to know

• Versions are created automatically. Every save creates a new version. You don't need to do anything special.

• Only new conversations pick up a newly deployed version. Conversations already in progress continue on the version they started with.

• One deployed version at a time. Deploying a new version automatically replaces the previous deployed version.

• Knowledge base changes are not versioned. Updates to Answers take effect immediately, regardless of which version is deployed.

• Multiple editors. If more than one person is editing the same Gladly Agent, every save from any editor creates a new version. There's no locking or conflict detection. Deploy a specific version to control exactly which configuration goes live.

• No auto-deploy. You can save as many times as you want without deploying. Live conversations continue on the last deployed version indefinitely.