Access and Environments
Common questions about getting into Agentic, turning it on, and working with Sandbox, UAT and Production environments.
Agentic runs on top of the NeonNow platform. For questions about signing in, organisations and multi-org, and user management and roles, see the platform docs.
Who Can Use Agentic?
Admins and Organisation Admins. Both can build, test and publish agents and manage environments, and only Organisation Admins can open Settings. See Which Roles Can Use Agentic.
I Can't See Agentic in the Sidebar
Your role is probably not Admin or Organisation Admin. Campaign Managers, Campaigners and Operations users do not see Agentic, and following a link to one of its pages shows a page-not-found message. Ask an Admin or Organisation Admin to change your role. See Which Roles Can Use Agentic, and Managing Roles in the platform docs.
How Do I Turn On Agentic for My Organisation?
Create the first environment. An Admin or Organisation Admin selects Agentic in the sidebar, then Get started on the landing page, and there is no separate request to make. See Turn On Agentic.
Why Does Agentic Open on a Landing Page?
The landing page only appears while the organisation has no environments. Once one exists, selecting Agentic opens the Agents page of the environment you used last. See Getting Started.
Do I Need to Set Anything Up in Settings Before Building an Agent?
No. Agents are built, tested and published without anything in Settings. Twilio is only needed for a phone number on a Frontline agent or for human escalation. See What Each Setup Needs.
Why Can't an Admin Open Settings?
Settings is for Organisation Admins only, so Admins do not see it in the sub navigation. Where a step needs Settings, the Getting started checklist shows Copy link for admin, which copies the address of the right settings page to send to an Organisation Admin. See Admin.
What Is the Difference Between Sandbox, UAT and Production?
Sandbox is for experimenting, UAT is for testing with your team, and Production holds the agents customers reach. The type is chosen when an environment is created and shown beside its name throughout Agentic. See The Three Types.
Does a Sandbox Environment Stop Calls Reaching Customers?
No. The type is only a label. A published agent with a phone number answers calls in any environment, so keep the numbers customers dial on agents in a Production environment. See Choosing a Type.
Can I Change an Environment's Type Later?
Yes, along with its name and description, from the pencil icon in the environment switcher. Changing the type only changes the label, and the environment's agents, phone numbers and settings stay as they were. See Editing an Environment.
Can I Copy an Agent from UAT to Production?
Not from the Admin app. To move an agent to another environment, build it again there using the tested instructions, tools and settings. See What Belongs to an Environment.
Why Doesn't My New Environment Have Twilio or Human Escalation?
Settings belong to one environment, so each new environment starts without them. An Organisation Admin sets them up again where the environment needs them, which also means a Sandbox can use a different Twilio account from Production. See What Belongs to an Environment.
I Can't Find an Agent I Built
Check which environment is open. The Agents page only lists agents in the environment selected in the switcher, so switch to the one the agent was built in. See Switching Environments.
Why Did Switching Environment Take Me to the Agents Page?
An agent or session belongs to one environment, so it has no counterpart to open in another. Switching from a settings page keeps you on the same settings page, and switching from anywhere else opens the new environment's Agents page. See Switching Environments.
Can an Organisation Have Two Environments of the Same Type?
Yes. For example, an organisation can keep a Production environment per region. Each environment name must be unique in the organisation. See A Typical Setup.
Why Can't I Create an Environment with This Name?
Names must be unique in the organisation, and they are compared without regard to capitals or spaces at either end. Choose another name and Create Environment becomes available again. See When Something Goes Wrong.
What Happens When I Delete an Environment?
The environment disappears from the switcher, and its agents, sessions and settings can no longer be opened from the Admin app. There is no undo, so check for published agents, phone numbers and anything your own systems use first. See Deleting an Environment.
Are Sessions and Metrics Shared Between Environments?
No. Sessions and metrics belong to the environment the agent is in, so a Sandbox agent and a Production agent have separate histories even when they are configured the same way. See How Testing and Monitoring Fit Together.
What Is the Getting Started Checklist, and Why Has It Come Back?
It tracks what is left to set up in an environment and disappears once nothing is outstanding. It returns when something that was working breaks, such as Twilio rejecting the saved credentials, with the step that needs attention marked in amber. See When the Checklist Comes Back.