You can edit an AI agent after you publish it, without duplicating or archiving it. Your changes stay in an unpublished version until you re-publish, so candidates keep talking to the current published agent while you edit and test.
Before you start
- Your role needs Edit permission for Chatbot and Voice. An admin sets this in Configuration > Accounts > Roles. Users with View permission only can't edit agents.
- The agent must already be published, with the status Ready to use.
How it works
- Your edits don't go live until you re-publish. When you save a change, Sense keeps it in an unpublished version. The published version keeps serving candidates.
- Ongoing conversations aren't affected. A conversation that started before you re-publish continues on the previous version until it ends.
- New conversations use the new version. After you re-publish, every new conversation on Voice, Web, SMS, and WhatsApp uses the updated agent.
- The agent status doesn't change. The agent stays Ready to use while you have unpublished changes.
- Linked workflows stay linked. A workflow that uses the agent keeps working and uses the new version for new runs after you re-publish.
- Unpublished changes are saved. If you leave the page or log out, your saved edits are still there when you or another user opens the agent again.
What you can change
- Module content, such as questions and instructions in a module
- Turn a module off or on
- Add a new module, such as Job Matching
- Channel settings for Voice, Web, SMS, and WhatsApp, including turning a channel off or on
Edit a published agent
Follow these steps to make updates to an agent that is already live:
- Go to AI Agents and open the published agent.
- Open the module you want to change, make your changes, and click Save.
After you save a change, a message tells you to re-publish the agent for the change to take effect. A banner appears on the agent, and each edited module shows Last edited by with the user's name and the date and time of the change. Modules you didn't edit don't show this note.
To cancel an edit before you save it, click Cancel or X in the module. Nothing is saved.
To turn off a module, turn it off on the canvas. The module appears greyed out with an Enable link. To turn it back on, click Enable.
To add a module, click + or ask for it in the chat panel. Then click Configure on the new module and complete its setup.
Test your changes before you re-publish
Before making your updates live, you can test them to verify how the updated agent behaves.
- Open the Test tab.
- In the Agent Version list, choose a version:
- Unpublished Version (default) tests your edits.
- Published Version tests the live agent without your edits.
- Run your test on any channel. You can switch between versions as often as you need.
Testing the unpublished version doesn't change what candidates see. The Agent Version list only appears when the agent has unpublished changes.
Re-publish the agent
When you are ready to apply your saved changes to live conversations, follow these steps to re-publish:
- Click Publish at the top of Agent Builder, or click the publish button in the chat panel.
- In the Publish changes to your active agent? dialog, review the message and click Publish Changes.
To keep editing instead, click Cancel. Your changes stay saved and unpublished.
- The banner and the Last edited by notes disappear.
- The agent status is Ready to use, and the publish button is turned off until you make another change.
- In the AI Agents list, Last Updated On and Last Updated By show the latest change.
Expected result
After you re-publish:
- A success message appears.
- All new conversations use the updated agent.
Discard your changes
If you don't want to keep your unpublished changes, you can return to the live version.
- In the banner, click Restore to Previous Version.
- Click Restore to confirm.
Sense removes all unpublished changes, including modules you turned off or added, and shows the live version again. You can't undo a restore.
Important notes and limitations
- You can't re-publish while a new module needs configuration. Configure every added module first.
- Re-publishing can't be undone. To change the agent again, edit it and re-publish.
- Restoring discards all unpublished changes made by any user, not only your own.
- Some channel settings don't require re-publishing, such as speech settings. Changes that don't affect how the agent responds take effect when you save.
Troubleshooting
The publish button is turned off after I added a module.
The new module shows a needs-configuration warning. Click Configure, complete the setup, and save. Then re-publish.
Candidates still get the old version of the agent.
Check that you re-published. Saved changes don't go live until you click Publish Changes. Conversations that started before you re-published also stay on the previous version until they end.
Re-publishing failed.
If an error appears when you re-publish, the live version keeps working and your changes aren't lost. Try again. If the error continues, contact Support or your CSM.
I can't edit the agent.
Ask your admin to give your role Edit permission for Chatbot and Voice.
FAQs
What happens if I leave the page without re-publishing?
A Leave without publishing? dialog appears. Click Leave Anyway to go back to the agent list with your changes saved but not published, or click Go Back to stay on the page.
Can another user re-publish my changes?
Yes. Any user with Edit permission can open the agent, see the unpublished changes, and re-publish them. Last Updated By then shows that user.
Do I need to duplicate an agent to change it?
No. Edit the published agent directly and re-publish it. You no longer need to duplicate and archive agents to make changes.
Will editing interrupt a conversation that's already in progress?
No. Ongoing conversations finish on the version they started with.