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Every time someone saves a change to the agent, Wiredesk keeps a copy. If a change makes answers worse, you can see exactly what changed and put the earlier version back. Find them at Agents → your agent → Settings, in the Version history card.

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What a version holds

A version is a full copy of these, as they were at that moment:
  • the instructions
  • each channel’s own wording, and which channels use the shared instructions instead
  • the name
  • the phone greeting
  • the voice
  • the tools (Remember callers, Answer from knowledge)
  • the transfer number
  • the AI & recording notice
  • the message limit
  • the business hours
  • the chat widget: its content, style and launcher settings
Some things are not part of a version and stay as they are when you restore: which channels are on, the actions, knowledge, and whether transfers and A person in chat & email are switched on. A new version is written when one of those changes, wherever you save it: Instructions, a channel’s wording, Channels › Phone, Channels › Website chat, Handoff or Settings. Saving without changing anything doesn’t add a version. Each line in the list says what kind of save it was, who made it and when. The newest is marked Live now. The 100 most recent versions are kept. An agent that existed before versions were introduced gets its first version the first time anyone saves it. That version is labelled Before versions were kept and holds what the agent said until then. Older versions may hold only the words (name, phone greeting, instructions and channel wording). Comparing or restoring one of those touches only the words; the voice, transfer number, other settings and chat widget stay as they are.

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Compare and restore

1

Open a version

Select Compare on any earlier version.
2

Read what would change

The dialog lists each field that differs from the agent now. Struck-through words would go, and highlighted words would come back.
3

Restore

Select Restore this version. Everything in it is put back, and the agent uses it on every channel straight away.
A restore is saved as a version of its own, labelled Restored an earlier version. So if the restore was a mistake, you can undo it the same way. Every restore is recorded in the activity log.