Give your website visitors a friendly, on‑brand voice experience with the HighLevel Chat Widget. Learn how to display a custom Voice AI Agent Name in the widget and add a “calls are not recorded” notice for compliance.
TABLE OF CONTENTS
What is the Chat Widget Voice AI Agent Name?
The Voice AI Agent Name represents the public-facing identity of your AI assistant within the Chat Widget during any voice interaction. It appears as the assistant’s name in the widget interface so that customers can easily recognize who they are speaking with. By defining this name directly inside the Chat Widget builder, you can personalize how your AI assistant is presented to visitors while keeping its underlying behavior, training data, and response patterns unchanged.
It is specific to Voice AI–enabled chat widgets, meaning it only affects experiences where a visitor starts a voice conversation through the widget.
Key Benefits of Configuring the Agent Name
Brand Consistency: Present a recognizable, on‑brand assistant name across your site.
Clarity for Visitors: Make it obvious who’s speaking during web voice calls.
Fewer Support Tickets: Set the right expectations with the recording notice.
Fast Iteration: Update the display name directly in the web chat builder.
How to Change the Chat Widget Agent Name
Changing the name of your Chat Widget Agenct is easy and can be done directly in the web chat builder! To change the name, follow these steps:
Step 1: Navigate to Chat Widgets
From your location dashboard, go to Sites → Chat Widgets
Step 2: Open Your Widget
Click on the widget to open the editor
Step 3: Update Name
- Navigate to the Agent tab
- Use the Voice AI Agent Name box to enter a new name for the agent
Step 4: Save Changes
Once the name has been changed, apply your changes by clicking the blue Save button in the upper right corner.
Recording Notice (Web Voice Calls)
To prevent confusion, the widget displays a helper message stating "web voice calls made via chat widgets are not recorded." This message will remain until recording support is added for web voice calls.
Within the Agent tab in the builder, you’ll see: “All voice AI calls made using chat widgets cannot be recorded.”
Frequently Asked Questions
Q: Does changing the Voice AI Agent Name affect my agent’s logic or training?
No. It only changes the display name in the web widget.
Q: Why won't my agent appear in the widget?
Ensure the agent has no actions that trigger Call Transfer. Agents with Call Transfer triggers cannot be used in the widget.
Q: What characters can I use in the name?
Use short, readable names (letters, numbers, spaces). Avoid special characters/emojis for accessibility.
Q: Does this impact the All-in-One Chat or Live-Chat widgets?
Only Voice AI Chat Widgets are affected; other chat types remain unchanged.
Q: Can I have different agent names on different widgets?
Absolutely. Each Voice AI widget stores its own agent name.
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