Environments
An environment keeps a set of agents and their settings together. Everything in Agentic happens inside one: agents are built in it, their sessions are recorded in it, and its settings, such as the Twilio connection and human escalation, apply to its agents alone. Separate environments mean an idea can be tried in a sandbox, checked by the team, and only then rebuilt where customers reach it.
The Three Types
Each environment has a type, shown beside its name throughout Agentic.
| Type | What it is for |
|---|---|
| Sandbox | Experimenting. Nothing here is meant to reach customers |
| UAT | Testing with your team before agents reach customers |
| Production | The agents customers reach |
The type is a label that tells everyone what an environment is for. It does not change how agents behave: a published agent with a phone number answers calls in any environment. Keep the numbers customers dial on agents in a Production environment, and use test numbers or no number elsewhere. A Production environment stands out in the environment switcher, so it is hard to mistake for a test one.
What Belongs to an Environment
| Belongs to one environment | Shared across the organisation |
|---|---|
| Agents, their drafts and live versions | The people who can use Agentic, set by their role |
| Sessions and metrics | Connected apps, which cover every environment, including ones created later |
| Settings: Twilio, Twilio Resources, Wrap, Routing, Capacity and Human Escalation | |
| The Getting started checklist |
Because settings belong to the environment, a Sandbox can use a separate Twilio account from the one Production uses. It also means each new environment starts without Twilio or human escalation, and an Organisation Admin sets these up again if the environment needs them.
The Admin app has no way to copy an agent between environments. To move an agent from UAT to Production, build it again in the Production environment, using the tested instructions, tools and settings.
A Typical Setup
A small team often starts with one Sandbox and adds the others as agents mature:
- Sandbox, for example "Clinic pilot": try out ideas and build first drafts.
- UAT, for example "Clinic UAT": rebuild the agent that worked, give it a test number, and let colleagues call it.
- Production, for example "Clinics": the agent customers call, on the clinic's real number.
An organisation can hold more than one environment of the same type, for example a Production environment per region.
In This Section
- Creating an Environment. The first environment and every one after it
- Switching and Managing Environments. Moving between environments, renaming, changing the type and deleting