Agent Settings
Change your agent name, voice, greeting, hours, transfer numbers and routing.
Opening Your Agent Settings
In the left column, find the My AI Agent card and press the Edit Agent button on it. That opens your agent configuration. If there is no My AI Agent card, no agent is attached to the account you are signed in to.
The Sections
The editor is a stack of collapsible sections: Identity, Voice & Language, Business Hours & Appointments, Agent Description, Business Description, FAQs / Knowledge Base, Routing, Page Contexts, Notifications, Conversation Rules and Widget. Click a heading to open that section.
Changing the Agent Name
Open Identity. The first field is Agent Name. Type the new name and press Save. There is a Save button at the top of the editor and another at the bottom — either one saves the whole form.
Identity
Identity holds Agent Name, Owner Name, Owner Name Phonetic, Title, Nicknames / Aliases, Email — the address that receives call summaries and messages — SMS Sender Prefix, Regular Transfer Number, Transfer Hours, Emergency Transfer Number and Emergency Description.
Transfer Numbers
Regular Transfer Number is your staffed line: where the AI sends a caller who asks for a person, during your Transfer Hours. Emergency Transfer Number is dialed immediately and around the clock when the caller describes an emergency, ignoring Transfer Hours, and Emergency Description tells the AI what counts as one for your business. Leave either blank to switch it off.
Voice and Language
Open Voice & Language. The Voice dropdown groups the available voices under Female Voices and Male Voices, each labeled with its accent, and the round play button beside it previews the one you have selected. Below that are Primary Language and Secondary Languages.
Greeting Message
Greeting Message is the first line your AI says when it answers a call, and it is the first field in the Agent Description section — not in Identity. For example: Thank you for calling Acme Services, this is Sarah, how can I help you today?
Routing
What Routing shows depends on your account. If you have other agents, you get Routing Rules with an Add Rule button for keyword-based routing. If you do not, you get a single Routing Instructions box you write in plain language, such as: If the user asks for support, transfer to Lindsay Westlake. Routing also carries a switch to never transfer callers to another agent or team member, and an External Transfer Numbers list for people the AI should dial directly when a caller asks for them by name.
Saving Changes
Press Save. Chat, WhatsApp and messaging pick up your changes straight away; voice agents pick them up on their next sync. Nothing needs restarting or redeploying.