Agent settings
Agent Internal Name
The internal name identifies the agent within the Timely.ai platform and appears in logs, reports, and selectors — never to the end customer.
The internal name is the agent’s identifier within Timely.ai. It appears in the agent list, conversation logs, performance reports, and the agent selector when configuring transfer rules. This name is never shown to the end user — what the contact sees depends on the channel configuration or the agent’s prompt.
Use names that describe the function, channel, and language when you have multiple agents. A clear convention from the start prevents confusion as the workspace grows to dozens of active agents.
Examples of well-structured internal names: “L1 Support - WhatsApp EN”, “Inbound Sales - Widget EN”, “Clinical Triage - Instagram”. Avoid generic names like “Agent 1” or “New agent” — they become useless when consulting reports or configuring squads.