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Overview

Your agent’s identity includes the basic information that helps you and your team identify, organize, and manage agents in your dashboard. Some details like name and avatar are also visible in demo links.
Agent Identity settings page showing navigation sidebar with Basics, Models, Abilities, Analytics, Operations tabs, and main panel with Agent Avatar upload, Name field, and Tags field
Agent Identity settings page showing navigation sidebar with Basics, Models, Abilities, Analytics, Operations tabs, and main panel with Agent Avatar upload, Name field, and Tags field

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Agent Name

The agent name helps you identify this agent in your dashboard, campaigns, and reports.
The agent name is visible to visitors in demo links. For customer-facing names, use a professional name like “Acme Support” or “Sarah from Acme Sales” rather than internal labels like “Lead Qualifier v2”.

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Best Practices

For customer-facing agents (visible in demos):
  • “Acme Support”
  • “Alex from Acme Sales”
  • “Booking Assistant”
For internal organization (multiple agents):
  • “Customer Support - Product Questions”
  • “Outbound Sales - Lead Qualification”
  • “Appointment Booking - Dental Clinic”
Avoid:
  • “Agent 1”
  • “Test”
  • “New Agent”
Use Consistent Naming Develop a naming convention:
  • [Function] - [Specialty]
  • [Department] - [Agent Type]
  • [Use Case] - [Language]

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Examples by Use Case

Support Agents

  • “Technical Support Agent”
  • “Billing Support - English”
  • “Order Status Helpline”

Sales Agents

  • “Inbound Sales - Enterprise”
  • “Lead Qualification Bot”
  • “Demo Scheduler”

Operations

  • “Appointment Booking - Main”
  • “Payment Reminder Calls”
  • “Feedback Survey Agent”

Multi-Language

  • “Support Agent - Spanish”
  • “Sales Agent - German”
  • “Booking Agent - French”

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Avatar

Upload an avatar image to visually identify your agent in the dashboard and in demo links you share with others.
Agent Avatar upload section showing circular avatar placeholder with 'A' initial, Upload photo button, and recommended size specifications (400x400px, max 5MB)
Agent Avatar upload section showing circular avatar placeholder with 'A' initial, Upload photo button, and recommended size specifications (400x400px, max 5MB)
The avatar is visible when you share demo links, so choose an image that represents your brand professionally.

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Avatar Guidelines

Image Specifications
  • Format: PNG, JPG, or SVG
  • Size: Recommended 200x200px minimum
  • Aspect Ratio: Square (1:1)
  • File Size: Under 2MB

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Example Avatar Ideas

Support Agents

Headset icon, support badge, helping hand

Sales Agents

Briefcase, handshake, growth chart

Booking Agents

Calendar, clock, appointment book

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Tags

Tags help organize and filter agents in your dashboard, especially useful when managing many agents.
Tags input field with label 'Enter tags to categorize and filter agents' and placeholder text 'Type tag and press enter'
Tags input field with label 'Enter tags to categorize and filter agents' and placeholder text 'Type tag and press enter'

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Tagging Strategies

By Function 
support, sales, booking, billing, technical
By Language 
english, spanish, french, german, multilingual
By Department 
customer-service, sales-team, operations, finance
By Status 
production, testing, archived, beta
By Region 
us, eu, apac, latam

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Using Tags Effectively

1

Create a tagging system

Define categories and conventions before creating many agents
2

Apply consistently

Use the same tags across similar agents
3

Filter and search

Use tags to quickly find specific agent groups in the dashboard
4

Review periodically

Clean up unused tags and update as needs change

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Internal Notes

Use the notes section to document configuration details, version history, and team information about this agent.

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Useful Note Types

Configuration History 
2025-01-15: Switched to GPT-4.1 Mini for faster responses
2025-01-10: Added Cal.com integration for booking
2025-01-05: Updated knowledge base with new product info
Known Issues 
- Occasionally struggles with heavy accents (adjusting VAD settings)
- Transfer to sales sometimes drops on Fridays (investigating)
Team Responsibilities 
Owner: Sarah (Product Team)
Backup: Mike (Support Lead)
Reviews: Monthly on first Monday
Performance Notes 
Average call duration: 3m 45s
Resolution rate: 87%
Customer satisfaction: 4.6/5
Last optimized: 2025-01-10

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Organization Best Practices

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For Small Teams (1-5 agents)

  • Use simple, descriptive names
  • Minimal tagging needed
  • Basic notes for important changes

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For Medium Teams (5-20 agents)

  • Develop naming conventions
  • Use tags for function and status
  • Maintain regular notes on changes

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For Large Teams (20+ agents)

  • Strict naming conventions mandatory
  • Multi-level tagging (function, region, language, status)
  • Detailed change logs in notes
  • Consider creating agent documentation outside the platform

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Quick Reference

FieldPurposeVisible To
NameIdentify agent in dashboardInternal + Demo links
AvatarVisual identificationInternal + Demo links
TagsOrganization & filteringInternal only
NotesDetailed documentationInternal only

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Next Steps

Agent Settings Overview

Understand agent configuration panel and settings

Write Instructions

Define your agent’s conversational behavior