Test and publish

Nothing you edit reaches a live call until you publish. This page covers the last stretch: hearing the draft, clearing the checklist, publishing, and the two ways to undo it.

Call the draft#

1. Press Call the draft

   In the playbook editor, press Call the draft in the row of actions under the title. A panel opens on the right.

   

2. Choose the community you are calling

   A test call runs the draft with one community's details, exactly as a real caller to that community would get. Pick the one you want to hear. If that community has unpublished changes, switch on Use this community's unpublished changes to hear them too. The panel always says what it is testing, for example Testing the playbook draft with Lakeview's live settings.

3. Talk to it

   Press the button again, allow your browser to use the microphone, and talk. The transcript appears line by line as you go, and the panel names the booking rule that fired as soon as one does.

   Mute and Hang up are in the same panel.

4. Watch what it decides

   The debugger opens beside the call, so the panel gets wider. As you talk, it shows:

   • the question map, with the line of questioning the assistant is on right now outlined in green, and a tick next to each question it has an answer for. It follows the call: each time the assistant reaches a question, a new line or an ending, the map zooms to it and centres it, so you can watch without dragging the map about;
   • what happened, one line per decision, as it happens: which rules it checked and why they matched or not, each answer it saved, and each tool it used with what it sent and what came back. Open any line for the details. Something you said before being asked shows as Heard and stays mentioned, not confirmed until you agree it is right.

   

   When the assistant does something you did not expect, the answer is usually one line up: a rule that matched, a tool that timed out, or a question it was told not to ask. Turn Show the debugger off if you only want to listen. After you hang up, Open this call takes you to the same view on the call's own page.

5. Listen for the things that matter

   • Does the first sentence say it is an AI, in your community's name?
   • Does it ask one question at a time?
   • Does it get a price or a fact wrong? If so, fix the brief, the community profile or the knowledge, not the prompt.
   • Does it offer two specific times?
   • Does "let me talk to someone" work?
   • Did the path on the map go where you meant it to? If a skip or not-a-fit rule fired when it should not have, open it in the debugger to see what it read.

   Note

   If something goes wrong. Allow microphone access in your browser to talk to the agent means the browser blocked the microphone. If browser calling is not available for your account, the panel says so and points you at your test number instead: point that number at this playbook's draft under Phone numbers, then call it from any phone.

Test calls are never billed, never counted in analytics, and never written to your CRM.

The completeness checklist#

The editor toolbar shows a one-line summary that updates as you type: how many items are left to fix, or Ready to publish. Publish beside it stays greyed out until nothing is left to fix. Click the summary to open the full Ready to publish? checklist. Every message in it is a link to the exact field that needs attention.

Rules, Only ask this if conditions and tools that still read a question you deleted are Must fix too. Each message names the rule and the missing answer, and links to the rule.

Must fix items block the Publish button. Recommended items do not, but they are usually worth an extra minute.

Publish#

1. Press Publish

   The dialog first shows what changes since version N, in words rather than as a code diff: "Tour length changed from 45 to 60 minutes", not a list of fields.

2. Add a note

   Note for the history (optional) is what your colleagues will read in six months. One line is enough: "longer tours for memory care".

3. Publish and read the result

   Press Publish version N. The dialog then tells you what happened for every community.

   Result	What it means
   now runs this version	Done. Live calls use it from this moment.
   needs review before it can run this version	One of that community's customizations points at something you changed or removed. It keeps running its last good version until someone resolves it.
   keeps its current version until it has a human backup plan	That community's human backup is incomplete.
   keeps its current version until its profile is filled in	That community has no profile yet.

What publishing actually does#

• The draft is frozen as the next version number. Published versions are never edited again.
• Every community that follows this playbook gets the new version, with its own customizations re-applied on top and its own profile filled in.
• Numbers set to Always the latest move to it straight away. Pinned numbers stay where they are.
• Calls already in progress finish on the version they started with.
• Every call from now on records which version answered it.

What good looks like#

• The publish dialog lists every community as now runs this version.
• The playbook shows a green Live: version N chip and no "Draft has unpublished changes".
• A call to a real number sounds like your test call did.

Version history and rollback#

Press History in the editor.

• Published versions lists every version, newest first, with who published it and their note. The live one is marked.
• Compare any two versions and read the differences as sentences.
• Restore takes an old version and publishes it again as a new version. History is never rewritten, so you can always see what ran when.

Rollback is the right move when a change turns out badly: restore the last good version, and calls go back to it at once.

The kill switch#

When you need the assistant to stop answering now — a bad publish, a vendor outage, an event you did not plan for — use the kill switch at the top of the History page.

1. Switch it on

   Only owners and admins can. You are asked where to send calls:

   Choice	What callers get
   A person (the backup line)	The call goes to each community's human backup number.
   Voicemail	The call goes to voicemail.

2. Confirm

   Press Turn on the kill switch. Every call to every number running this playbook is affected from that moment. No deploy and no waiting.

3. Switch it back off when you are ready

   The assistant starts answering again straight away. The playbook list and the editor both show a red Kill switch on chip while it is active, so nobody forgets.

The kill switch is per playbook. Publishing while it is on does not turn it off.

Roles#

An editor who is ready sees the chip An owner or admin publishes your changes.

A group manager tests their own communities from the community page, with the published playbook and the community's live settings or its unpublished changes. See Test and publish a community's changes.