Settings version control lets administrators export queue structure and settings, chat shortcuts, and contact lists from one instance and import them into another. This makes creating and configuring new instances faster and more consistent than doing it manually. You can also save these settings to version history. This provides a record of your instance settings over time and lets you restore the settings of any instance that you've saved in version history.
This capability must be enabled by Google Cloud support. Submit a support request providing your Contact Center AI Platform (CCAI Platform) instance URL to have this capability enabled.
Import behavior
You can expect the following behavior when you import settings:
If you import a queue that replaces an existing queue of the same name, the settings for the imported queue replace the settings for the existing queue. Any settings that are present in the existing queue that aren't present in the imported queue are retained.
If you import a queue that doesn't include all possible queue settings, the settings that are not included are set to their defaults.
Permissions
To use settings version control, you need View and Edit permissions for Export/Import. The Admin role has these permissions. For more information, see Custom roles and permissions.
Export settings
To export settings from an instance, follow these steps:
In the CCAI Platform portal, click Settings > Developer Settings. If you don't see the Settings menu, click Menu, and then click Settings > Developer Settings.
Go to the Settings Version Control pane, and then click Export/Import. The Settings Version Control page appears.
In the Queue Menu Settings area, click Expand more next to each channel for which you want to export queue menu settings. The setting options appear.
Clear the settings that you don't want to export and select the settings that you want to export. Note the following:
You can select or clear All settings to select or clear all settings at once.
Channel Settings is selected by default and cannot be cleared.
If you select Export audio files under IVR (Interactive Voice Response) or Export file attachments under Email, the export file is compressed as a ZIP file to include audio files and file attachments. Otherwise, the export file is a JSON file.
Under Chat Shortcuts, clear or select the Chat Shortcuts checkbox, depending on whether you want to save chat shortcuts.
Under Contact Lists, clear or select the Contact Lists checkbox, depending on whether you want to save contact lists.
Click Export. When the export is complete, an export file is downloaded to your computer.
Import settings
You can import settings that you previously exported.
To import settings into an instance, follow these steps:
In the CCAI Platform portal, click Settings > Developer Settings. If you don't see the Settings menu, click Menu, and then click Settings > Developer Settings.
Go to the Settings Version Control pane, and then click Export/Import. The Settings Version Control page appears.
Click the Import tab.
Click Browse files and find a file that you previously exported that contains the settings that you want to import. For more information, see Export settings.
Click Upload. When the upload is complete, the settings that you uploaded appear.
Save settings to version history
To save settings to version history, follow these steps:
In the CCAI Platform portal, click Settings > Developer Settings. If you don't see the Settings menu, click Menu, and then click Settings > Developer Settings.
Go to the Settings Version Control pane, and then click Export/Import. The Settings Version Control page appears.
In the Queue Menu Settings area, click Expand more next to each channel for which you want to save queue menu settings. The setting options appear.
Clear the settings that you don't want to save and select the settings that you want to save. Note the following:
You can select or clear All settings to select or clear all settings at once.
Channel Settings is selected by default and cannot be cleared.
Under Chat Shortcuts, clear or select the Chat Shortcuts checkbox, depending on whether you want to save chat shortcuts.
Under Contact Lists, clear or select the Contact Lists checkbox, depending on whether you want to save contact lists.
Click Save To Version History. When the save is complete, the History tab displays, showing your newly saved version at the top of the list.
Version history
CCAI Platform keeps a history of the versions that are created when you do any of the following:
Settings version control lets you restore any version in your version history. You can also export versions that can be imported at a later time. If required, you can rename and delete versions.
Restore a version
To restore a version, follow these steps:
In the CCAI Platform portal, click Settings > Developer Settings. If you don't see the Settings menu, click Menu, and then click Settings > Developer Settings.
Go to the Settings Version Control pane, and then click Export/Import. The Settings Version Control page appears.
Click the History tab.
For the version that you want to restore, click More, and then click Restore this version. The Restore this version? dialog displays.
If you want to continue, click Restore.
Download a version
To download a version, follow these steps:
In the CCAI Platform portal, click Settings > Developer Settings. If you don't see the Settings menu, click Menu, and then click Settings > Developer Settings.
Go to the Settings Version Control pane, and then click Export/Import. The Settings Version Control page appears.
Click the History tab.
For the version that you want to download, click More, and then click Download. A file downloads to your computer that you can use to import settings. For more information, see Import settings.
Rename a version
To rename a version, follow these steps:
In the CCAI Platform portal, click Settings > Developer Settings. If you don't see the Settings menu, click Menu, and then click Settings > Developer Settings.
Go to the Settings Version Control pane, and then click Export/Import. The Settings Version Control page appears.
Click the History tab.
Double-click the version name that you want to rename.
Enter a new name and then press the Enter key.
Delete a version
To delete a version, follow these steps:
In the CCAI Platform portal, click Settings > Developer Settings. If you don't see the Settings menu, click Menu, and then click Settings > Developer Settings.
Go to the Settings Version Control pane, and then click Export/Import. The Settings Version Control page appears.
Click the History tab.
For the version that you want to delete, click More, and then click Delete. A warning dialog appears.
If you want to continue, click Delete.