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Identity & Conversation Flow

Overview

Written By Anand Raj

Last updated 24 days ago

Identity & Conversation Flow is where you give your agent its personality — its avatar, name, language, tone, voice and welcome message. This is also the entry point to the Agent Builder, where the actual call flow is wired up.

  • Agent Avatar — upload an image for your agent (350×180px, under 2.5MB).

  • Name — what the agent calls itself on calls.

  • Language — the languages the agent can speak.

  • Tone — how the agent should sound (e.g. Professional, Friendly).

  • Voice — pick from Voice Collections or use Clone your voice.

Welcome Message & Call Recordings

  • Welcome Message — the first thing the agent says when it picks up (e.g. "Welcome to Dental Clinic, which language do you prefer — English, Hindi or Punjabi?").

  • Call Recordings — toggle on to record calls for playback and review in Call Logs.

Opening the Agent Builder

From the bottom of Identity, click Edit Conversation Flow to open the Agent Builder — the visual canvas where you design how the agent handles each call (greeting, routing, booking, notes, transfers, end-of-call actions).

Note: If you are a direct business user and are not familiar with technical workflow configuration, do not make changes to the workflow. Contact your agency or raise a support ticket so the team can investigate and make the necessary changes.

Recommended: Always build a new agent from an existing template. Template agents come pre-loaded with a working conversation flow and default nodes, so you only need to tweak — not start from scratch.

Frequently Asked Questions

Yes. Update name, voice, tone and welcome message any time — changes apply to new calls immediately.

Always from a template. Blank agents have no flow and require you to wire every node yourself. Templates give you a tested baseline and let you focus on customising for your business.

Yes. Under Select Voice Type, pick Clone your voice to use a cloned voice instead of one from Voice Collections.

It's optional, but recommended — recordings make it much easier to review calls and improve the agent over time.

More in Identity & Conversation Flow:

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