Change the AI Employee name
This guide explains how to update the Agent Name attribute and which settings require manual changes after renaming your AI Employee.
What the Agent Name controls
The Agent Name attribute (project_representative_agent_name) defines the name your AI Employee uses to identify itself in conversations with customers.
Automatic updates — The following areas reference the Agent Name dynamically and update without manual intervention:
Email signature: The email footer template uses an
[[agent_name]]placeholder that always resolves to the current attribute value.Dynamic agent persona: A system-generated persona that combines the Agent Name with the Agent Title and Business Name. This recomposes automatically when any of its source attributes change.
Dashboard and reports: The Portal and white-label dashboards display the Agent Name from the attributes API in real time.
Manual updates required — The following areas use free-text fields where the agent name may be typed directly into the content. If you included the agent name in any of these fields, you must update each one by hand. This will be resolved in future releases:
Chat greeting phrase
Voice greeting phrases (three variants)
VAPI Connector greeting phrase
Custom prompts or agent instructions
❗❗ IMPORTANT
Changing the Agent Name attribute does not automatically update greeting phrases. If you skip this step, your AI Employee will introduce itself with the old name in voice and chat conversations while using the new name in emails.
Change the Agent Name
Open the Builder.
Navigate to Attributes > Agent.
Locate the Agent Name attribute (
project_representative_agent_name).Enter the new name for your AI Employee.
Click Save.
Update the chat greeting phrase
If the chat greeting phrase includes the agent name, update it to match.
Navigate to Attributes > Agent.
Locate the Chat Greeting Phrase attribute (
project_representative_agent_chat_greeting_phrase).Replace the old name with the new name in the greeting text.
Click Save.
Example:
Before | After |
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Update the voice greeting phrases
There are three voice greeting phrase attributes, each used for a different caller scenario. Check all three and update any that contain the agent name.
Attribute | Caller scenario |
| First-time and general inbound callers |
| Callers who call back within the same session (e.g., a dropped call) |
| Returning callers from a previous session (e.g., calling back the next day) |
For each attribute that contains the old agent name:
Navigate to Attributes > Agent.
Locate the greeting phrase attribute.
Replace the old name with the new name in the greeting text.
Click Save.
For more details on returning caller greetings, see Returning caller greetings.
Check custom prompts and instructions
If you referenced the agent name in any custom system prompts, scenarios, or procedure instructions, search those fields for the old name and update them. Common places to check:
Introduction scenario text
Custom procedures that reference the agent by name
Any attribute field where you manually typed the agent name
Why some fields update automatically and others do not
The email signature uses a template placeholder ([[agent_name]]) that resolves dynamically at send time. This means the email footer always reflects the current Agent Name value without manual changes.
Greeting phrases and custom prompts are free-text fields. You compose the full sentence yourself, and the platform has no way to distinguish which part of the text represents the agent name. This is why those fields require a manual update after renaming.
Example: end-to-end name change
Scenario: A partner manages an AI Employee named "Becky" for a restaurant client. The client wants to rename the AI Employee to "Sarah."
Change
project_representative_agent_namefromBeckytoSarah.Update the chat greeting phrase from "Hi, I'm Becky! Would you like to reserve a table?" to "Hi, I'm Sarah! Would you like to reserve a table?"
Update the inbound voice greeting from "Thanks for calling Menlo Tavern, this is Becky. How can I help you?" to "Thanks for calling Menlo Tavern, this is Sarah. How can I help you?"
Check the two returning caller greeting attributes and update if the name appears.
Search any custom scenarios or procedures for "Becky" and replace with "Sarah."
After completing all steps, the AI Employee uses the name "Sarah" consistently across email, chat, and voice.