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Both live in the Configure tab. Renaming is safe and instant. Deleting is permanent, and most of the time it is not what you actually want, so this page covers the alternative first.

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Before you start

  • An agent. See Create your first agent.
  • One minute to rename. Five minutes to think before you delete.
  • If you are deleting, check what is attached to the agent first: phone numbers, campaigns, and anything pointing a webhook at it.
  • You will be working in your agent’s Configure tab.

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Rename an agent

1

Open the Configure tab

Open your agent and go to Configure. Name is the first field under Agent Information.
2

Type the new name and save

The name is for you, not for callers. Your agent never says it. What callers hear is your greeting. See Set your greeting.
Name agents after the job they do rather than the product, because you will end up with several. “After hours cover” and “Reception, main line” tell you which is which at a glance. “Agent 2” does not.

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Turn it off instead of deleting it

If your goal is “stop this answering calls”, do not delete it. Take it off the air and keep it: All three are reversible in seconds. Deleting is not reversible at all.

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Delete an agent

Deleting an agent permanently removes its personalised data, voice profile, and integrations. There is no undo and support cannot restore it.
1

Detach anything attached to it

Move or release its phone number, and stop any campaign using it. Deleting an agent that is still handling live calls means those calls have nowhere to go.
2

Save anything you want to keep

Copy the instructions out into a document if there is wording you worked hard on. Your knowledge files live in your workspace rather than on the agent, so those survive.
3

Open the High Risk Zone

Scroll to the bottom of the Configure tab. High Risk Zone is the last block on the page.
4

Delete and confirm

Click delete and confirm in the dialog. The agent disappears from your agent list immediately.

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What deleting does and does not remove

Removed with the agent: its instructions, its configuration, its voice and language choices, its actions, and its integrations. Kept in your workspace: your call history and recordings for calls that already happened, your contacts, your knowledge files, and your phone numbers. A deleted agent does not take your call records with it, and it does not release your numbers.

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If it did not work

Delete is greyed out or fails. Something is still attached. Detach the phone number and stop any running campaign, then try again. You deleted the wrong agent. It cannot be restored. Rebuild it from your call recordings and any copy of the instructions you kept, and check whether an agent version exists that you can copy from. See Save and switch agent versions. Calls are failing after a delete. A number is still pointing at the agent you removed. Point it at a live agent. See Assign a number to an agent. You wanted to stop calls, not lose the setup. Detach the number instead. See the section above.

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FAQ

No. Deleting is permanent and support cannot restore it. If you only want the agent to stop answering, detach its phone number or turn it off instead, both of which are reversible.
No. The name is a label in your dashboard. What callers hear is your greeting and your instructions. See Set your greeting.
It stays. Recordings, transcripts, and call records for calls that already happened remain in your workspace, along with your contacts and knowledge files.
No. The number belongs to your workspace, not the agent, so it stays yours and can be pointed at a different agent. See Assign a number to an agent.
Detach its phone number, or turn the agent off. Either takes seconds and leaves every bit of your setup intact, which is what you want if there is any chance you will switch it back on.
Your plan stays as it is. Deleting an agent frees an agent slot on plans that limit how many you can run. See Cancel or change your plan.