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The name is what the agent calls itself, and what your team sees it called across Wiredesk. It is set under Agents → your agent → Settings. The phone greeting is the first thing it says, word for word, when it picks up a call. It is set under Agents → your agent → Channels › Phone. Website chat doesn’t use the phone greeting: it opens with the widget’s own Opening message.

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Change the name

1

Open Settings

Go to Agents → your agent → Settings.
2

Edit the name

Change Name in the General card.
3

Save

Click Save. New conversations use the new name straight away.

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Change the phone greeting

1

Open the Phone channel

Go to Agents → your agent → Channels › Phone.
2

Edit the greeting

Change Phone greeting in the Voice & greeting card.
3

Save

Click Save changes. The next call uses it.
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 phone 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

  • Write it for the phone. It is only ever spoken, so “Thanks for calling — how can I help?” is fine. Chat has 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.