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Agent Versions and Channels
When you create a Help Agent, Salesforce tracks your changes using versions. Understanding what is and isn't version-controlled helps you make changes safely and plan deployments effectively.
What a Version Contains
Each agent version stores the agent's configuration at a specific point in time, including:
- Grounding sources, such as knowledge articles and uploaded files
- Agent details, such as the agent name, instructions, and greeting message
When you update any of these settings, Salesforce creates a new version of the agent. Versioning lets you iterate on your agent's behavior or grounding without affecting the currently active, customer-facing version. Only one version can be active at a time.
The primary use case for creating a new version—rather than a new agent—is making incremental updates to an existing agent, such as refining its instructions or adjusting its grounding sources.
How Channels Work Differently
Channels are assigned to the agent, not to a specific version. As a result, changes to an agent's channels—such as adding or removing a messaging channel—apply immediately to all versions of that agent, including the active version.
Keep this distinction in mind when planning channel changes:
- To update channels: Make the change on any version of the agent. The update applies across all versions.
- To run different agent behaviors on different channels: Create separate agents, not separate versions. Because all versions of an agent share the same channels, you can't use versions to A/B test different agent configurations across different channels.
