How Your Agent Says Each Team Member's Name

When your agent speaks a team member's name to a customer on a call, it 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 your agent says this person's name" setting with three choices:

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

The default is first name only: your agent 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 your agent says out loud to customers. It applies to:

• Live transfers: "Connecting you with [name] now."
• Escalations: when your agent routes a call to a specific person based on an escalation rule.
• Calendar booking: when your agent 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 your agent spoke to).
• Your dashboard: team rows always show full names on the Team page for your reference.
• Anything Allison says to you (the subscriber) on a support call: internal context uses full names.

Where To Change It

On the Team page, an admin can click the pencil icon next to any team member to open their drawer. The "How your agent says this person's name" dropdown sits right below the First Name and Last Name fields. Click Save Changes; the new setting takes effect on the next call.

Your own row is pinned to the top of the team list for everyone. Changing this setting, for yourself or anyone else, requires an admin. If you don't see the pencil icon, ask an admin on your account to make the change.

Why First-Name-Only By Default

Most service businesses introduce team members by first name on the phone. "I will 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 (a professional firm where full names are expected, for example), switch each member to "First and last name" and your agent will use them.