Deployments

A deployment puts an agent on one touchpoint: your website's chat widget, one WhatsApp Business number, or one phone number. Each touchpoint is answered by one agent at a time. One agent can be deployed to many touchpoints.

This page covers the agent's Deployments tab: deploying, the settings each deployment carries, disabling and removing, and usage by touchpoint.

Who can do this: workspace owners and admins. Your plan decides which channels you can deploy to and how many deployments you can have. See Limits and plans.

What a deployment holds #

A deployment joins three things:

A deployment always serves the agent's saved settings. When you save a change to the agent, every deployment uses it from the next message or call. You do not redeploy after editing or publishing an agent. See When your changes reach customers.

The channel settings, by contrast, live on the deployment, and you change them on the deployment:

An agent must be published once before its first deployment. Until then every tile on the Deployments tab says Publish this agent before deploying it. See Versions.

The Deployments tab #

Open the agent and choose Deployments. Each channel has a tile: Web (A chat widget on your website.), WhatsApp (Replies on your WhatsApp Business number.) and Phone (Answers calls on your phone number.).

A tile's badge reads {n} live, or Not live when it has deployments but none is serving. Each row shows the touchpoint's name, its short public ID, a state badge, a pencil (Edit settings) and a ⋮ menu.

The Agents page shows the same deployments as chips on the agent's card. There, a disabled deployment reads Paused, as in Phone · Paused.

When a tile cannot deploy #

An empty tile says Not deployed here yet. and how many touchpoints are free, with a Deploy here button. Otherwise it tells you what is missing:

When a tile already has deployments, Add another (or Add another site on Web) deploys to one more touchpoint.

Deploy to WhatsApp or a phone number #

If a check fails, the agent is not switched on and the console shows the first problem, for example Verify the channel connection. The half-made deployment stays on the tile as Not live. Fix the problem (usually on the number's page under Channels) and deploy again, then Remove the Not live row.

A new phone deployment starts with sensible defaults: the opening line Hello! You're speaking with {agent name}. How can I help you today?, a call language that matches the agent (Multilingual if the agent is Multilingual, English otherwise), and recording off. Change them with Edit settings.

Deploy to the web #

The Web tile's Deploy here, Add another site and Edit settings all open the Deploy to the web wizard, a full page with five steps: Website, Knowledge, Identity, Appearance and Install. It is covered step by step in Web chat.

The console runs one web widget per workspace. Add another site reopens that same widget, so to put the widget on a second site, add that site to its allowed domains. Deploy web chat from one agent only: running the wizard from a second agent replaces the first agent's web deployment instead of adding a second widget.

Edit a deployment's settings #

Choose the pencil on a row, or Edit settings in its ⋮ menu.

Phone: Voice settings #

The Voice settings dialog holds everything a caller hears on that number: Phone number, Call language, Greet callers in, the Opening line, Conversation engine and voice, Office background sound, Natural hesitations and Record calls. Each field is explained in How voice works and Languages.

Choose Save settings. The console confirms Voice settings saved — the next call uses them. Saving creates a fresh deployment on the number and retires the old one, so every configuration a number has served is kept. Calls already in progress finish on the old settings.

WhatsApp: WhatsApp settings #

Choose Save profile. WhatsApp profile updated — customers see it on your number. Profile changes go to WhatsApp straight away. They belong to the number, not the agent, so another agent deployed to the same number shows the same profile.

The dialog's footer shows the number's quality rating, when there is one. Templates and connection health are on the WhatsApp channel page.

Move a deployment to another number #

In Voice settings, pick a different Phone number and save. In WhatsApp settings, pick a different Sender number and choose Move to this number (This agent now answers on the selected number.).

Either way the agent is deployed on the new number and the deployment on the old number is disabled. If the new number already had an agent, this agent replaces it there. The old number stops answering until you deploy an agent to it again.

Disable, enable and remove #

All three are in the row's ⋮ menu.

The confirmation toasts say paused and resumed, for example Deployment paused — this agent stops answering calls. They mean Disable and Enable.

Things to know:

• Disable before you remove. A live deployment cannot be removed. The menu hides Remove until it is disabled.
• Disable is the fastest stop. If an agent is saying something harmful on one channel, disable that deployment first and fix the agent after. To undo a bad change everywhere at once, roll the agent back instead.
• Removing does not release anything. Removing a phone deployment keeps your number, and removing a WhatsApp deployment keeps your WhatsApp connection. You can deploy an agent there again later.
• Archiving an agent needs every one of its deployments disabled first. See Archive and restore an agent.

Deployment limits #

Your plan sets how many deployments the workspace can have. Deployments that are serving, disabled or not yet live all count. Removed deployments, and the earlier deployments left behind when you change voice settings, do not. At the limit, deploying is refused with Your plan includes {limit} deployment(s). Upgrade to add more. See Limits and plans.

Usage by touchpoint #

Below the tiles, Usage by touchpoint shows how much each deployment of this agent is being used. It appears once the agent has at least one deployment.

Pick a range: 24h, 7 days, 30 days or 90 days.

• Where traffic lands lists each touchpoint with its share of the agent's traffic.
• Conversations over time shows the trend, split by channel.

A touchpoint that has had more than one deployment, for example after you changed its voice settings, has Show deployments. It breaks the traffic out per deployment with the agent version each started on.

Conversations from the Test tab are not counted. The same 5,000-conversation ceiling per range applies as on the Analytics page. See Before you trust a number.

Troubleshooting #

Where to go next #