Stand-in management and version history

Stand-in actions

Why edits can create a replacement

A Stand-in that has never handled a conversation can be edited as the same unused profile. Once sessions reference it, Stand treats its used configuration as historical evidence. Editing then creates or moves work to a replacement profile rather than mutating the identity behind earlier chats.

History therefore continues to show the Stand-in configuration associated with the conversation at the time it occurred. The current Stand-in can evolve without making an older transcript appear to have been handled by today’s instructions or identity.

Enabled state and public routing

• New Stand-ins and clones start disabled.
• Enabling a Stand-in is separate from saving its Identity, Skills, Looks, knowledge, and specialization.
• An enabled Stand-in still needs a matched, enabled, installed Site, matching path coverage, and organization chat capacity.
• Disabling takes the Stand-in out of future matching; it does not terminate a conversation already assigned to it.
• Stand-in coverage must also be active. Organization access controls can prevent otherwise enabled Stand-ins from routing.

Cloning behavior

Clone is the safe starting point when a distinct Stand-in should reuse an existing configuration. Stand copies supported Stand-in configuration and skills into a new profile, then leaves the clone disabled for review.

The clone has its own future identity and lifecycle. Enabling, editing, or deleting it does not retroactively alter the source Stand-in’s completed conversations.

Availability and boundaries

• Creating and managing multiple Stand-ins is available on every plan.
• Stand-in-specific plan gates still apply to skills, knowledge attachments, branding, and instruction length.
• Deletion should not be used to erase conversation records; conversation retention and account deletion have separate rules.
• A Stand-in cannot be made public merely by creating it. Saved configuration and explicit enablement remain separate steps.

Related features

• AI Stand-ins — An AI Stand-in is a named AI responder that can answer website visitors when no eligible human rep takes the new chat. Each Stand-in has its own visitor-facing identity, instructions, Site and path scope, knowledge, skills, and appearance.
• Team members and roles — The Team page shows who belongs to an organization, what access each person has, and the current state of their human and AI coverage.
• Conversation History — History is the searchable record of completed human and AI conversations, including their transcripts, captured outcomes, origin, timing, and assigned responder.