Changing Agent Name & Call Direction
Published:
Overview
This guide explains how to rename an AI Voice Agent and change the direction in which it can handle calls — inbound, outbound, or both.
Steps to Change Agent Name and Direction
- Navigate to Call Flows and locate the agent you want to edit.
- Ensure you are in the Advanced View.
- Click the name field at the top of the editor to rename the Call Flow.
- To assign the agent a separate display name or persona name (e.g., Alex, Samantha), enter it in the Agent Nickname field.
- Locate the Call Direction setting and select the appropriate option:
- Outbound only – the agent can only make outbound calls
- Inbound and Outbound – the agent can both make and receive calls
- Click Save to Draft or Publish to Production.
Key Notes
| Item | Details |
|---|---|
| Call Flow Name | The internal name used to identify the agent within the portal |
| Agent Nickname | The persona name used by the agent — this is separate from the Call Flow name |
| Call Direction | Controls whether the agent handles inbound calls, outbound calls, or both |
| Advanced View | Must be enabled to access these settings |
