Manage agent identity and direction

The Assistant tab controls the agent identity, active status, direction and inbound number assignment. Use it when an agent needs to be renamed or connected to a number.

Navigation pathAgents → select an agent → Assistant

PrerequisitesAn existing agent. Number assignment also requires a compatible, synced number.

Usage steps

Find the agent using Search by name or ID. Select its card to open the editor.
Review the active status and provider sync indicator. Edit Agent Name and Description as needed.
Review Inbound or Outbound direction. For an inbound agent that also needs campaigns, review Allow Outbound Campaigns.
For inbound calling, choose a number in Phone Number (Receives Calls). Only numbers available for the agent provider are shown.
Select Update Agent to save. Confirm the saved state and test the changed behaviour.

Manage agent identity and direction — Figure 6. Assistant contains identity, direction and number routing. Update Agent saves the form.

Expected result. The agent has the intended identity and routing configuration.

Practical notes and troubleshooting. If Call Me is disabled with a missing-number message, complete telephony sync and number assignment first.

Add a number and receive inbound callsA phone number defines where inbound calls go and whether the number can be used for outbound caller identity. It must be associated with the correct trunk and agent.Test with a browser callWeb Call lets you speak to an agent from your browser. Use it to hear the opening message, test responses and check the behaviour of configured tools.