Overview
Written By Anand Raj
Last updated 17 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).
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.