Overview
The Agents page has been fully redesigned around a master-detail layout: a compact agent list on the left and a rich detail panel on the right, so you can browse, inspect, and act on any agent without leaving the page.This redesign replaces the classic Agents page. A “Switch back to the classic view” banner sits at the very top of the screen while both experiences coexist — click it any time to return to the previous layout without losing your place.
What’s New in the Agents Page (Agents v2)
The new Agents page (internally called Agents v2) bundles several improvements that were previously scattered across different views or unavailable altogether:- Latency history per agent — every agent row shows a compact latency sparkline, and the detail panel’s Overview tab includes a full 14-day latency history chart, so you can spot regressions at a glance or dive deeper without leaving the page.
- Lazy-loaded Phone Health chips — a colored beacon next to each agent’s number reflects its spam/deliverability status (green, red, or gray), with a direct link into the full Phone Health report. To keep the page fast, this status is fetched on demand rather than for the whole list at once.
- Sortable agent list — a dedicated sort selector lets you reorder the list by newest, most calls, or name.
- Richer filters — search, company, archived visibility, and a dedicated spam-only toggle now live together in a single filters bar, with a one-click Clear filters action.
- New “Call” modal — placing a test call (inbound or outbound) now happens from a redesigned modal with country prefix selection, agent version selection for Advanced agents, and a shortcut to edit custom form fields, all without leaving the Agents page.
- Collapsible demo agents section — sample/demo agents are grouped separately from your real agents and tucked away by default, keeping the main list focused.
- A brand-new detail panel — selecting an agent now opens a tabbed Overview / Calls / Settings panel packed with metrics, a 90-day call log, and the full configuration form, all in one place.
- Agents List (left)
- Detail Panel (right)
A scrollable list of agents with search, company filter, a sort selector, and an Archived agents visibility toggle. Selecting an agent loads its details on the right without a full page reload. Each row also surfaces a phone health indicator and a latency mini-chart at a glance. Demo agents appear in their own collapsible section below your real agents.
Agent List and Filters
Search and Company Filter
The filters bar above the list lets admins and multi-company users narrow down the agent list quickly:Sorting the List
A compact sort selector sits above the agent list, next to the agent count, and lets you reorder the list without affecting any of the active filters:Your sort preference persists across visits, so you don’t need to reselect it every time you open the Agents page.
Selecting an Agent
Click any row in the list to open it in the detail panel. The selected row is highlighted with a colored left border, and archived agents display a small Archived badge next to their name.Phone Health Indicator and Latency Mini-Chart
Every row in the agent list now includes two at-a-glance signals, so you no longer need to open an agent to spot a problem:- Phone health beacon: a small colored dot next to the agent’s phone number reflecting the spam/deliverability status of its assigned numbers (green = healthy, red = spam issues detected, gray = status unknown or still loading). Click it to jump straight into the Phone Health report for that agent.
- Latency sparkline: a compact 14-day mini-chart of average AI response latency, rendered inline in the row. It uses the same underlying data as the Overview tab’s latency history chart, letting you compare agents’ recent performance without opening each one individually.
Latency history is fetched in bulk (in small chunks) right after the list loads, so sparklines populate for every visible row a moment after the initial render.Phone health, however, is loaded lazily and per agent — it’s a slower check that isn’t practical to run for hundreds of agents at once. The beacon shows a neutral “Check” state until you either select that agent (which triggers its individual health check) or turn on the Phone health spam-only filter, which loads the status for every currently visible agent so the filter can work correctly.
Collapsible Demo Agents
Sample and demo agents are grouped separately from your production agents, in a dedicated Demo agents section below the main list. This section is collapsed by default to keep the primary list focused on the agents you actually manage — click its header to expand or collapse it. Demo agents can still be selected, previewed, and called for testing purposes like any other agent, but they’re excluded from the main list’s filters and sort order.Agent Detail Panel
Selecting an agent from the list opens the detail panel on the right, with a header showing the agent’s name, ID badge, and company, followed by a set of quick action buttons and three tabs: Overview, Calls, and Settings.On mobile and narrow screens, the header actions collapse into a single kebab (⋮) menu to save space, exposing the same options in a dropdown.
Header Actions
A row of buttons at the top of the panel gives you one-click access to the most common agent workflows, without needing to scroll into the Overview tab:- Overview
- Calls
- Settings
Performance dashboard for the agent, including:
- Summary cards: total calls, average call duration, and average AI latency (with a trend arrow comparing recent vs. previous performance, plus a P90 latency reading)
- Latency history chart: a 14-day time series of average AI response latency, helping you spot regressions or improvements over time
- Call volume chart: a 30-day time series of daily call counts
- Phone health: a clickable card linking to the spam/deliverability report for the agent’s assigned numbers
The Avg AI latency trend arrow compares the average of the most recent half of the visible days against the earlier half — an upward red arrow means latency is increasing, a downward green arrow means it’s improving. It only appears once enough daily data points are available.
Summary Cards
The three cards at the top of the Overview tab give you an instant read on agent health:Latency History and Call Volume Charts
Below the summary cards, two charts plot the agent’s daily behavior over time:- Latency history (14 days): average AI latency per day, plotted chronologically to make regressions easy to spot.
- Call volume (30 days): number of calls handled per day, useful for spotting usage spikes or drop-offs.
Phone Health Shortcut
The Phone health card sits below the charts and links directly to the spam/deliverability report for the numbers assigned to the selected agent — the same report reachable from the row-level beacon in the agent list. Selecting an agent from the list is exactly what triggers its individual phone health check, so this card should always have fresh data by the time you view it.Calls Tab in Detail
The Calls tab gives you a focused, agent-scoped view of call history without needing to jump to the main Calls section and filter manually:- 90-day window: the table loads calls from the last 90 days by default, sorted by most recent first.
- Sortable columns: click any column header (date, status, duration, latency, etc.) to toggle its sort order.
- Admin-only debugging links: admin users see extra per-call links out to the underlying Twilio call log and the ElevenLabs conversation, useful when troubleshooting a specific problem call.
- Inline recording playback: click a call to open its recording in the same player component used in the main Calls section, so you can listen to (or download) the audio without leaving the agent’s detail panel.
- View all calls: opens the full Calls section in a new tab, pre-filtered to this agent’s ID, for whenever you need to look further back than 90 days or apply additional filters.
Settings Tab in Detail
For standard (non-Advanced) agents, the Settings tab reproduces the full classic configuration form inside the detail panel:- Agent name and core identification fields
- Prompts: the agent’s system/behavior prompts, editable inline or via a fullscreen textarea for longer content
- Outbound options: call behavior settings applied to outbound calls
- Evaluations: manage the list of post-call evaluations run against this agent’s conversations, including creating, editing, and deleting evaluation criteria
- Webhook: configure the webhook endpoint that receives call events and data for this agent
- NPS survey: enable and configure a post-call satisfaction survey
- Danger zone: a collapsed, opt-in section exposing sensitive, rarely-touched settings — raw instructions, assigned phone numbers, and call transfer configuration
Settings changes are tracked with a dirty-check: the Save button only activates once you’ve actually modified something, and an editing timeout automatically locks the form after 10 minutes of inactivity, requiring you to reload the latest data before making further changes. This prevents two people from silently overwriting each other’s edits.
Quick Actions
The same Editor, Trends, Clone, and Archive actions available in the panel header are the primary entry points for the workflows below — use whichever one matches what you need to do with the selected agent.Clone Agents
Agent cloning now uses a guided two-step assistant instead of a single form, making it clear exactly what will be duplicated before anything is created.1
Step 1 — Configure the Clone
Open Clone from the agent detail panel’s header actions to fill in the base configuration:
- Agent Name: defaults to
<Original Name> (Copy), fully editable - Target Company: shown only to admin users on the Meetzy domain with access to multiple companies; regular users automatically clone into their own company
- Phone Number: select an available number from the same Twilio account as the original agent — the list loads automatically once a company is chosen
- Number Usage: choose whether the assigned number is used for Outbound & Inbound, Outbound only, or Inbound only
- Agent Tools: choose between Duplicate tools (independent copies, safe to edit separately) or Reuse existing tools (both agents share the same tools, and edits to one affect the other)
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Step 2 — Review and Confirm
Clicking Continue moves to a summary screen listing the target company, the phone number and its usage mode, and the tools strategy in plain language before you confirm. Use Back to return and adjust any setting.
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Cloning in Progress
Confirming triggers the clone request; the button switches to a disabled “Cloning…” state to prevent duplicate submissions. On success, the new agent appears in the list; on failure, an inline error message explains what went wrong so you can retry without losing your inputs.
The list of tools on the original agent is loaded and shown in the modal so you know exactly what will be duplicated or shared before confirming.
Archive Agents
Archiving is the recommended way to retire an agent you no longer need while keeping its configuration, call history, and analytics intact for future reference.
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Review the Confirmation
The modal explains that this will hide the agent from the agents list without deleting any of its data.
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Choose Phone Number Handling
A dedicated checkbox lets you “Release its phone number for other agents”:
- Checked: resets the Twilio configuration and frees the number so it can be assigned to another agent
- Unchecked (default): the number stays reserved with this agent
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Confirm
Click Archive to proceed. The button shows an “Archiving…” loading state while the request completes. Any error is displayed inline in the modal so you can retry safely.
Restoring an Archived Agent
Toggle Archived agents to Shown in the filters bar to locate an archived agent, select it, and restore it from its detail panel. If its phone number was released during archiving, assign a new one from the Phone Numbers section before it can resume handling calls.Swap Phone Number
The Swap Phone Number modal lets you replace an agent’s current number with a new one from the same Twilio account — useful when a number develops deliverability issues or needs to be freed up.1
Open the Swap Modal
From the “Call” modal next to any phone number, or from the agent’s Settings tab, click the swap icon next to the number you want to replace.
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Review the Swap
The modal displays the current number (marked for release) and automatically loads the next available number from the same Twilio account to assign in its place.
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Confirm
Click Confirm Swap to apply the change. The button enters a “Swapping…” state while the request is processed against both the database and Twilio. If no available numbers are found, an inline message tells you so, including the Twilio account label.
Custom Call Form Fields
Every agent that accepts outbound test/init calls has a configurable form. The Configure Form Fields editor lets you manage the custom fields shown in that form, beyond the built-in system fields.System fields — phone, voice, and language — are always required and cannot be edited or removed from this editor.
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Open the Field Editor
Click Edit Form in the “Call” modal of any agent to open the Configure Form Fields modal.
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Add or Edit Fields
For each custom field, configure:
- Field Label: the text shown to users filling out the form
- Field Type: Text, Email, Number, Phone, or Dropdown
- Parameter ID: the identifier referenced in your agent’s prompt as
{{id}}— auto-generated from the label but fully editable - Placeholder Text: optional hint text shown inside the input
- Required field: whether the field must be filled before a call can be started
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Remove Fields
Click the trash icon on any field card to delete it (with a confirmation prompt).
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Save
Click Save to persist the field configuration. Parameter IDs are validated for uniqueness and checked against system field names before saving; any conflict is reported inline so you can fix it without losing your changes.
Test Calling from the “Call” Modal
Each agent row includes a Call modal with everything needed to place a quick test call — inbound or outbound — without leaving the Agents page.- Inbound Testing
- Outbound Testing
The modal lists the agent’s assigned phone number(s) as clickable
tel: links, plus a one-click copy without country code button for each number. If the agent only has verified caller IDs (no inbound number), a note clarifies it only supports outbound calls.The Call button opens this flow as a standalone modal rather than an inline panel, so opening it never shifts the rows below it in the agent list — only one agent’s Call modal can be open at a time.
Permissions and Access Control
- Admin Users
- Advanced Editor Users
- Standard Users
- Full access to clone, archive, restore, and swap phone numbers on any agent
- Company filter available in both the agent list and the clone modal’s target company selector
- Cross-company agent management
- Only role that sees the Twilio/ElevenLabs debugging links in the Calls tab
Next Steps
Phone Numbers
Assign, release, and manage phone numbers for your agents.
Advanced Editor
Learn to use the Advanced Editor for full agent configuration.
Knowledge Base
Manage agent knowledge and information sources.
Analytics
Monitor agent performance and call metrics in depth.