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The name is what the agent calls itself, and what your team sees it called across WireDesk. The greeting is the first thing it says, word for word, when a conversation starts. Both are set under Agents → your agent → How it talks.

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Change them

1

Open How it talks

Go to Agents → your agent → How it talks.
2

Edit the fields

Change Agent name, Greeting, or both.
3

Save

Click Save changes. New conversations use the new values straight away.
You can also edit both on the Agent tab of the Playground, next to a live preview. It’s the same setting in both places. You need the Owner or Admin role to change either.

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Where the name appears

Pick something a customer would be comfortable addressing, for example “Acme support” or “Northwind assistant”.

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Where the greeting appears

The greeting is played exactly as written. The agent doesn’t rephrase it, so write it the way you want it heard.

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Writing a good greeting

  • Make it work everywhere it’s used. “Thanks for calling — how can I help?” sounds right on the phone but odd as a chat message. Either write something neutral, like “Hi, you’ve reached Acme. What can I help you with?”, or keep the phone wording and give chat its own Opening message.
  • Keep it short. On a call, the caller can’t do anything until it finishes. One sentence is plenty.
  • Say who they’ve reached. Including your business name confirms they’ve got the right place.
  • End with a question. It invites the customer to say what they need, so the conversation starts quickly.
  • Don’t repeat the AI notice. If the phone notice is on, callers already hear that they’re talking to an AI and may be recorded, just before the greeting.
The greeting is fixed text, so it can’t include the caller’s name or anything that changes per conversation. For behaviour after the greeting, such as asking for an order number early on, use the instructions.