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There are two names in play, and confusing them is the most common way an agent ends up introducing itself with the wrong one. Callers hear the name in the script: Hi, it's Maya from Northside Dental. Only you see the label at the top of the builder: Northside recall Q3. Callers hear the name in the script: Hi, it's Maya from Northside Dental. Only you see the label at the top of the builder: Northside recall Q3.

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Renaming her

When you say “call her Maya”, you almost always mean the spoken one. That is the name in “hi, it’s Maya from Northside Dental”. It lives in the script, so changing it is a script edit. Just ask. It is not something you have to go and do yourself.
The pencil icon at the top of the page changes the internal label, which no lead ever hears. If you rename her there and nowhere else, every call still says the old name. Renaming the label is not renaming the agent.
A TFU Live agent is different. When its brain says its name, that name comes from the top of its page, so renaming it there can change what callers hear.

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The label

Worth keeping tidy for your own sake, especially once you run several campaigns and the list gets long. Name it after the job it does, not after the persona: “Northside recall Q3” tells you more at a glance than “Maya” does. It has no effect on a call.

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In the API

  • Update agent changes the label with name
  • The spoken name is a script edit: read it with Get agent and view=script, then send the edited prompt