Running several agents
When to create a second agent, and what is shared between them.
One agent answers one phone number. Businesses run several when they want genuinely different behaviour on different lines.
Good reasons for a second agent
| Setup | Why a second agent |
|---|---|
| A sales line and a support line | Different things to say, different details to collect |
| One per location | Each books into that location's own diary |
| An after-hours line | A different handoff and more cautious instructions |
What is shared, and what is not
| Not shared | Shared |
|---|---|
| Instructions, greeting and voice | Your account and the people in it |
| Its phone number | Your billing account, one line per agent on the invoice |
| Its plan and its bill | |
| Its connected calendar or booking system | |
| Its calls and its appointments |
Editing one agent never changes another. Team membership is granted per agent, not across the account.
Creating one
Dashboard → New agent, in the header.
It always starts a fresh agent rather than resuming an unfinished one, so your existing agents are never touched. It runs the same five setup questions, and needs its own plan and its own number.
Two agents cannot share one number. Forwarding one number to two agents is not possible, because the caller would have no way to choose. If you want one number and two behaviours, put both into one agent's instructions instead.