How Allison Says Each Team Member's Name

When Allison speaks a team member's name to a customer on a call, she uses whichever name format you've set for that person. You set this per team member.

The Three Options

Each team member has a "How Allison says this person's name" setting with three choices:

• First name only — "Connecting you with Sarah now." (default)
• First name and last initial — "Connecting you with Sarah J. now."
• First and last name — "Connecting you with Sarah Johnson now."

The default is first name only — Allison doesn't reveal last names unless you've explicitly allowed it. This is the safer default for most professional contexts.

Where It Applies

The setting controls what Allison says out loud to customers. It applies to:

• Live transfers — "Connecting you with [name] now."
• Escalations — when Allison routes a call to a specific person based on an escalation rule.
• Calendar booking — when Allison confirms which team member a customer is scheduled with.

It does not affect:

• Internal logs and notifications you receive (those always show full names so you know who Allison spoke to).
• Your dashboard — team rows always show full names on /dashboard/team for your reference.
• Anything Allison says to you (the subscriber) on a support call — internal context uses full names.

Where To Change It

On /dashboard/team, click the pencil icon next to any team member to open their drawer. The "How Allison says this person's name" dropdown is at the top of the editable fields. Save changes; the new setting takes effect on the next call.

If you don't see yourself in the team list, you may not be an admin. Admins can see and edit their own row at the top of the team list.

Why First-Name-Only By Default

Most service businesses introduce team members by first name on the phone — "I'll get Sarah for you" feels natural; "I'll get Sarah Johnson for you" is unusually formal. Privacy is also part of it: your customers don't need to know the full names of every team member who happens to handle their call, and your team members may prefer it that way too.

If your business culture is different — for example, a professional firm where full names are expected — switch each member to "Full name" and Allison will use them.