Agent activation, deactivation and ongoing conversations
Key Takeaway
An activated version is locked, so you change a live agent by creating, testing, and activating a new version. Deactivating an agent interrupts ongoing conversations.
An agent serves users only while one of its versions is active. Activating a version puts it live right away on the channels it is deployed to. Deactivating takes it out of service, even in the middle of a user's conversation.
What activating an agent does
Activating an agent makes it available to your customers or employees. If the agent is already deployed to one or more channels, such as the Agentforce panel, users can reach it immediately after activation.
Only one version of an agent can be active at a time. Activating a version while another version is active automatically deactivates the old version. An org can have up to 100 concurrently active agents.