My changes aren't showing on calls
Compare draft and published calls, check inbound redirects and direction changes, and diagnose unsaved edits or stale demo links.
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If a change looks right when you test it but callers don't experience it — or a change doesn't seem to have saved at all — work through these.
The most common cause: draft vs. published
In the standard call-flow editor, browser tests use your draft changes and phone callers use the published version. Wait for the saved indicator before testing.
Advanced node flows have a different rule: most Global settings apply to the live agent immediately, while the diagram and Flow Behavior are drafted. See Global settings in an advanced call flow.
- Look at the flow's status. If it shows unpublished changes, click Publish Changes.
- Call the number from a phone to confirm — not another browser test.
Every call goes to a person instead of the agent
Check Settings → Advanced Settings → Call Routing → Inbound Routing → Redirect incoming calls. This can be on without anyone meaning to switch it on, and it sends real calls elsewhere while a browser test still reaches the agent — which is exactly the confusing symptom this guide exists for.
A number stopped answering after a settings change
If you changed Call direction, go to Phone Numbers, remove the agent from the number, then reassign it — a direction change alone doesn't take effect until you do this.
You used the AI Assistant to make the change
After using the assistant, open the setting it changed and check the value directly. If a proposed change is still awaiting your approval, review and approve that proposal before checking the result. Then check the saved and published state; do not infer it from the assistant's reply alone.
A demo link doesn't reflect your latest change
Demo links run the published agent. Click Publish Changes, then reopen the existing link to check the update. To create a new link, Share agent appears when the flow is published with no unpublished changes; you do not need a new link for each published change.
If a change genuinely isn't saving
- Watch the flow's status indicator right after you make the change — it should show it saving within a couple of seconds.
- If it doesn't, check your connection and try again in a fresh tab.
- If it still won't save, contact support with the flow ID, what you changed, and roughly when.