Copying or deleting an AI agent

The agent linked to your clinic’s phone number talks to patients all day. A change you save on it reaches the next patient who calls. To try a bigger change first, such as new instructions or a new voice, make the change on a copy, test the copy, and only then change the agent patients call.

You can also copy an agent to start a second one with the same voice and the same rules, for example an agent for reminder calls.

1. In the menu on the left, click Voice Agents.
2. In the My Agents list, point your mouse at the agent. Three dots (⋮) appear on its right. Click them.
3. Click Duplicate. The copy appears in the list with “ - Copy” added to its name, for example “Main line - Copy”. Its settings open on the right.
4. On the Voice Agent tab, under What should we call your Voice Agent?, give the copy a clear name, for example “Main line - test”. Use 40 characters or fewer.
5. Click Save Settings at the bottom right.

• The same settings as the original: language, voice, greeting, instructions and call settings.
• The same actions turned on, such as reading your clinic documents. Check the copy’s Tools & Actions tab to be sure.
• No phone number. Patients keep reaching the original. The copy’s card in the list shows No number.
• No team. The copy isn’t part of any team the original belongs to.

After you copy, the two agents are separate. A change to one doesn’t change the other.

1. Copy the agent that answers your clinic’s number, as shown above.
2. Make your change on the copy and click Save Settings.
3. Click Speak with Agent and test the copy the way a patient would talk to it. See Trying your AI agent yourself.
4. When you’re happy with it, make the same change on the original agent and save. Or link your clinic’s number to the copy instead. See Choosing which AI agent answers a number.
5. Delete the agent you no longer use, so no one changes the wrong one.

1. In the My Agents list, point your mouse at the agent, then click the three dots (⋮).
2. Click Delete.
3. If the agent answers a phone number, the window shows Phone Number Association with the number, and the message “You need to unassign the phone number first before deleting this agent.” The Delete button stays grey. Click Cancel and see the next section.
4. Otherwise, the window asks “Are you sure you want to delete” followed by the agent’s name, and warns “This action cannot be undone.” Click Delete to confirm.

The agent disappears from the list, and you can’t get it back. Calls it already answered stay in your call list. If the agent was part of a team, it’s taken out of the team, and the other agents can no longer pass calls to it. See Using several AI agents together (Teams).

If you delete your last agent, the Create Your Voice Agent window opens so you can create a new one.

First decide which agent answers that number from now on. In the menu on the left, click Phone Numbers. Give the number to another AI agent or a team with Reassign, or remove the agent from it with Unassign. See Choosing which AI agent answers a number. Then delete the agent.

If patients call this number, give it to another agent rather than removing the agent from it. A number with no AI agent or team can’t answer calls.

• You don’t see the three dots: point your mouse at the agent’s name in the list. The dots appear on the right only then.
• Saving the copy shows “Failed to update agent”: the name may be longer than 40 characters, because “ - Copy” was added to it. Shorten it under What should we call your Voice Agent? and save again.
• The copy doesn’t read your clinic documents or doesn’t pass calls: on the copy’s Tools & Actions tab, turn on the actions it needs and click Save Settings. See Turning actions on or off for your AI agent.
• Delete stays grey: the agent still answers a phone number. See the section above.
• You deleted the wrong agent: you can’t get it back from your dashboard. Copy another agent or create a new one, then set it up again. See Creating your AI agent.