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You can edit a live agent without any caller noticing. Everything you change in the agent editor saves automatically to a draft, and the live agent keeps answering exactly as it was until you choose to publish.

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Your draft

As soon as you change something, a bar appears above the editor: “Saving draft…” while your change is on its way, then Draft saved — publish to make your changes live. The draft is saved in the Hub itself, not in your browser — close the tab and it’s still there when you come back. The bar gives you two choices:
  • Publish changes — makes your draft the live agent. This is the only moment your changes reach callers.
  • Discard draft — throws the draft away and puts the editor back to what is live now. You’ll be asked to confirm, because a discarded draft can’t be recovered.
Before it publishes, the Hub checks your draft is complete — your agent has a name, your business name and a description are filled in, every journey step is named, and any call summary that’s switched on has valid recipients. If something’s missing, it tells you exactly what to fix.
Chat on the Test tab tries your draft, so you can check a change conversationally before anyone else hears it. Voice calls always use the published version.

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Versions

The Versions tab keeps your publishing history: every publish creates a version, and a Live chip marks the one answering now. Your first publish creates version 1. To go back, click Make live on an earlier version. Your agent returns to how it was then — and your current settings stay in the history, so you can switch back just as easily. The tab also shows your Agent ID — quote it if you contact support.

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Agent states

Wherever an agent appears — the Agents list and the editor header — a chip shows whether it’s taking calls:
  • Answering calls (green) — live on its number now.
  • Needs a phone number (amber) — switched on, but nobody can call it until you add a number.
  • Paused — not answering calls or chats until you resume it.

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Pause and resume

Pausing is separate from publishing: publishing decides what the live agent does, pausing decides whether it answers at all.
1

Find the agent on the Agents list

Each row has a pause control next to its status chip.
2

Pause it

Click the pause button and confirm. While it’s paused, your agent won’t answer calls or chats — and it can’t be tested either.
3

Resume when you're ready

Click the same control (now a play button) and your agent is answering again. Nothing else changes — its settings, draft and version history are untouched.