Pathway Versioning
Pathway Versioning allows workspaces to maintain multiple versions of a pathway, enabling safe development, testing, and publishing workflows without impacting the live production pathway.
Overview
With pathway versioning, users can:
Create new versions of a pathway for development and testing.
Test changes in non-production environments using the Start Call button.
Promote a tested version to production once confirmed.
This ensures that production pathways remain stable while allowing experimentation and iteration.
Permissions
Pathway versioning actions are controlled by the following permissions:
Pathway Publish Access– Allows a user to publish new versions of a pathway.Settings Full Access– Allows a user to create new versions of a pathway, but does not allow publishing unless the user also has Pathway Publish Access.
Default Access
By default, the following roles have these permissions:
Owner – Settings Full Access + Pathway Publish Access
Admin – Settings Full Access + Pathway Publish Access
Other roles can be granted these permissions as needed.
Note: Users with only Settings Full Access can create versions of pathways but cannot publish them without Pathway Publish Access.
Key Rules
Production Pathway Enforcement
All non-test calls go to the production pathway (VOIP calls, widget calls, text calls, WhatsApp calls, etc.).
Only calls started via the Start Call button in the top right can use non-production pathways.
Immutable Production Pathway
The current production pathway cannot be edited directly.
Past production pathways also cannot be edited directly to ensure safe fallback.
To make changes, create a new version, edit it, and publish it to production.
Single Production Pathway per Workspace
Each workspace only have one production pathway at a time.
The current production pathway is highlighted in the pathway selection dropdown, and shown in the General configuration section.
Enabling Pathway Versioning
Navigate to Agent Configuration → General.
Toggle Enable Pathway Versioning. (Default: OFF)
When enabled:
The current pathway is promoted to production.
A list of available pathway versions is displayed. Selecting a version in this dropdown will publish it to production.
The Publish Pathway action is available also in the Pathway tab.
Before
After
Managing Pathway Versions
Creating a New Version
Users can create a new pathway version from the currently selected pathway.
A version name must be provided.
Each pathway under the workspace must have a unique version name.
Editing & Publishing
Previously published pathways cannot be edited but can be copied to create a new version or published again.
Publishing a pathway automatically demotes all other pathways to ensure exactly one production pathway at all times.
Switching Between Versions
Using the dropdown menu which appears next to the "Start Call" button in the header, users can:
View the currently selected pathway version.
Switch between available versions for modification.
Select which version should be used when starting a test call.
Disabling Pathway Versioning
Users can disable pathway versioning at any time from Agent Configuration → General.
When versioning is turned off:
The current production pathway becomes the active pathway.
This pathway is now fully editable.
All other pathway versions are retained but hidden.
Hidden versions will become visible again if pathway versioning is re-enabled.
Note: Disabling versioning does not delete any existing pathway versions—it only hides them from the UI.
Testing Pathways
Non-production versions can be tested by starting a call from the Start Call button in the header.
The currently selected pathway version will be used for test calls.
Benefits
Safe development of new pathways without affecting production.
Easy testing workflow for QA and agents.
Clear version control and promotion to production.
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