Manage Gladly Agent Versions

Every time you save a change to your Gladly Agent, a new version is created automatically. You control when changes go live by choosing which version to publish and where.

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.

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 serving live conversations on a given Entry Point is the published version for that Entry Point. Different Entry Points can run different versions of the same agent at the same time. Until you explicitly publish a new version, live conversations continue on the version published last.

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 Versions

View version history

To view the version history for a Gladly Agent:

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

2. Click Versions in the top-right toolbar.
   

The Versions page is specific to the selected agent and shows all saved versions, newest first. Each row includes:

• Version: the date and time the version was saved, and who saved it

• What changed: the type of update (Guide, Basics, etc.)

• Summary: an AI-generated description of what changed in that version

• Published on: a green badge showing how many Entry Points are currently running this version (or if it isn't published anywhere)

Use the All / Published filter tabs to switch between viewing all versions and only those currently published on at least one Entry Point. Hover the Published on badge to see the specific Entry Point URLs.

The icons available on each row depend on the version:

• Most recent version: shows an edit icon only.

• All other versions: show a view icon and a restore icon.

View a past version

You can open a read-only view of any past version to see exactly what your Gladly Agent looked like at that point in time.

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

2. Click Versions in the top-right toolbar.

3. Find the version you want to view in the table.

4. Click the view icon (View version) on that row.
   

A banner appears at the top of the page confirming which version you're viewing, with a link back to the current version. While in this mode, you can navigate into any behavior tile (Basics, How to Speak to Customers, When to Get More Help, Workflow Triggers) and into individual Guides to see the exact configuration as it existed in that version. The banner persists as you navigate between pages.

To return to the current version, click Back to current version in the banner, or use the Versions button in the top right to return to the version list.

Publish a version

Publish to a specific Entry Point

To control which version serves a specific Entry Point:

• Click the agent name dropdown and select Connect Entry Points.

• Locate the Entry Point row you want to update.

• In the Version column, click the dropdown and select a version.

  • Always latest: the Entry Point automatically picks up the most recently saved version of the agent whenever a new save occurs.

  • [Date/time]: pins the Entry Point to that specific saved version. A [X] behind badge appears if the pinned version is no longer the latest.
    

• Click Save.

Publish the latest version to all of an agent's Entry Points

The Gladly Agent homepage displays a status callout that tells you at a glance whether the agent is published and where. The callout appears in one of four states:

• Not published: the agent isn't connected to any Entry Points yet.
  
  

• Latest not published: an older version is live on at least one Entry Point, but the most recently saved version hasn't been published anywhere yet.
  
  

• [N] versions in use: different Entry Points are running different versions of the agent.
  
  

• Published: the latest version is published on all of the agent's Entry Points.
  
  

If multiple Entry Points are running older versions of the same agent, you can update all of them at once from this callout.

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

2. In the status callout, click Publish latest version.

3. Review the list of Entry Points that will be updated. The modal shows each Entry Point's current version and the version it will be updated to.

4. Click Publish to [N] entry points.
   

Entry Points set to Always latest are excluded from this action, as are any Entry Points with an active A/B test.

Restore an earlier version

To revert to an older version of your Gladly Agent's configuration:

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

2. Click Versions in the top-right toolbar.

3. Find the version you want to restore in the table.

4. Click the restore icon (Restore to this version) on that row.
   

Recommended workflow

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

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

• Review before publishing. Open the Versions page to confirm the version you want to go live. Check the Summary column to see what changed. Make additional edits if needed — each save creates another version.

• Publish when ready. Go to Entry Points and select the version for the specific Entry Points you want to update, or use the Publish latest version button on the agent homepage to update all outdated Entry Points at once.

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 published version. Conversations already in progress continue on the version they started with.

• Each Entry Point has its own published version. Different Entry Points can run different versions of the same agent at the same time.

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

• 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. Publish a specific version to control exactly which configuration goes live.

• No auto-publish. You can save as many times as you want without publishing. Live conversations continue on the last published version indefinitely, unless the Entry Point is set to Always latest.