Publishing your App

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End users can interact with an AI Agent only after it’s published. The platform provides a publishing workflow for administrators to review and approve changes before they reach end users.

Before publishing, configure at least one channel. See Channel Enablement.

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Agent States

State	Description
In Development	Default state when an agent is created. All changes happen here. Publishing a component creates a Published copy, but the In Development version remains editable.
Published	Contains components approved for end-user access. Developers can’t edit the Published copy directly.

Switch between states using the dropdown on the top left of the agent window.

The Publish Status indicator tracks the progress of each publish request and reports success or failure with details.

If the agent is trained in a language using NLP Version 2, a banner notifies you about the upcoming auto-upgrade to NLP Version 3.

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Component Statuses

Status	Description
In Progress	Configuration started but not complete. Applies to Alert, Action, and Information tasks only.
Configured	Configuration complete; not yet published.
Awaiting Approval	Publish request submitted; pending admin review.
Published	Approved and available to end users.
Upgrade in Progress	A new version of a published task is being configured.
Rejected	Admin rejected the publish request. A notification email is sent to the developer.
Suspended	Admin suspended the agent. End users can’t access it; developers can still work on the in-development copy.

A Published task can’t be deleted. Admins can Suspend it if it’s no longer needed. A Suspended task can be Upgraded to create a Configured copy for further changes.

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Publishing an Agent

Only the agent owner can publish. Developers with edit access can’t.

1. Open the agent and go to Deploy > Publish.
2. All components are selected by default. Deselect any you don’t want to publish, then click Next.
3. Enter comments for the admin and click Confirm.

Publishing without the NL Model leaves unpublished training data associated with the in-development version of the respective tasks.

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Publishable Components

Flows, Tasks & Languages

Component	What Gets Published
Flows (Start, Conditional)	Flows without a published version; upgraded versions of published flows
Tasks (Dialog, Alert, Panels, Widgets, Digital Forms, Small Talk)	Tasks without a published version; upgraded versions. When a new language is enabled in development, all tasks appear in the publish window with the new language checkbox selected.
Knowledge Graph (per language)	New and updated Level 1 terms; Traits and Synonyms replace the published set with all additions, updates, and deletions

Natural Language

NL Model

The NL Model publishes training data for specific intents without publishing task definitions — letting NLP trainers and developers work independently.

Steps to publish training data for specific intents:

1. Expand Natural Language > NL Model and click All Components.
2. Select the relevant components:

Component	Behavior
ML Utterances	Replaces old utterances with the In Development set. Click Customize to select utterances for specific tasks.
Patterns	Replaces old patterns. Click Customize to select updated patterns.
Rules	Replaces intents with rules for Dialog Execution and Knowledge Graph detection. Click Customize to select specific rules.
Trait Types	Replaces traits in the Published version with the In Development set.
Others	Replaces Bot Synonyms, Utterances and NER, Ignore Words and Field Memory, Entity Patterns and Negative Patterns, and Entity Synonyms.

If Dialog Tasks are selected under Publish > Tasks, their training data is published automatically and NL Model components can’t be customized separately. Deselect the tasks first to customize ML Utterances, Patterns, and Rules individually. Selecting NL Model components and then adding Dialog Tasks triggers a warning to reset publishable components.

Settings

Component	Behavior
Standard Responses	Replaces the full set with the In Development version
Default Dialog	Replaces the configuration with the In Development version
Amend Settings	Replaces the configuration with the In Development version
Advanced Settings	Replaces the configuration with the In Development version

Channels

Replaces the Published channel configuration with the In Development version — including new channels, updated configurations, and disabled channels.

Extensions

Component	Behavior
Event Handlers	Replaces selected events in the Published version
BotKit	Replaces the BotKit configuration
Agent Transfer	Replaces the Agent Transfer configuration
Web / Mobile SDK	Replaces the SDK configuration

Settings

Component	Behavior
General Settings	Replaces with the In Development version
Agent Variables	Replaces with the In Development version
PII Settings	Replaces with the In Development version
IVR Settings	Replaces with the In Development version
Hold & Resume Settings	Replaces with the In Development version
Custom Script	Replaces the script file with the In Development version
Generative AI and LLM	Replaces integrations, Prompts Library, Feature Mappings, and Guardrails with the In Development version
Advanced Settings	Replaces Language Detection Preference, Subdomain, Show link for task setup/execution, and Error Messages

Excluded Components

The following components are outside the publishing workflow — they either don’t affect end users directly or only do so as part of a task definition. Both agent states show the same information for these:

• Batch Testing (custom suites and test reports)
• Manage Developer Access
• App Creation, Resetting, and Deletion
• Language enablement: Enabling a new language in the In Development version requires re-publishing all components for that language.

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Publication Approval

When you publish, the platform sends an approval request to the admin. Behavior depends on the agent’s Purpose:

Agent Type	Approval Outcome
Employee Agent	Admin selects users from the enterprise account who can access the agent, then approves. Only selected users can interact with the agent in the selected channels.
Consumer Agent	Any user can access the agent in the selected channels once the admin approves.

Auto Approval

Admins can enable auto-approval for an agent:

1. Open the Platform Admin Console.
2. Go to Bots Management > Consumer Bots or Enterprise Bots.
3. Click the more icon for the agent and select Bot Settings.
4. Select Auto Approve > Auto Approve all publish requests for this bot.

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