Your AI Receptionist uses different names in different parts of a call - the greeting, mid-conversation references to you, and mentions of your business. Each one is controlled by a separate setting.
This article explains which setting controls which name, how to update each one, and how they differ from the names shown in call summaries.
📌 Note:
These settings are available in both the Beside mobile app (AI tab → 📞 Calls) and the web app at app.beside.com under AI Receptionist → select your line. On the web app, the Welcome Greeting is under Actions, and the Preferred Name and Company Name live together on the Company Details page under Knowledge.
If you have multiple lines, names shown in call summaries are based on the line name (configured in Settings) and may differ from the names your AI Receptionist uses during the call itself.
Which setting controls which name?
What you want to change | Where to update |
How your AI Receptionist introduces itself (first greeting) | Mobile: AI tab → 📞 Calls → Preferences → Welcome Greeting |
How your AI Receptionist refers to you during conversations | Mobile: AI tab → 📞 Calls → Knowledge → Preferred Name |
How your AI Receptionist refers to your business during conversations | Mobile: AI tab → 📞 Calls → Knowledge → Company Name |
These settings control what names your AI Receptionist uses during calls or messages. They do not control how names appear in call summaries, call history, or outbound call logs - those use the line name.
Change how your AI Receptionist introduces itself
To change the name used in the very first message your AI Receptionist sends or says (on calls or messages), update the Welcome Greeting.
For example: "Hi, this is Emma from Bright Dental".
From the web app
Go to app.beside.com and click AI Receptionist in the sidebar.
If you have multiple lines, select the line you want to update from the dropdown at the top.
Under Actions, click Welcome Greeting.
Edit the Greeting Message to reflect exactly how you want the AI to introduce itself, then click Save at the top right.
From the mobile app
Open the Beside mobile app → AI tab.
Go to 📞 Calls → Preferences → Welcome Greeting.
If you have multiple lines, select the line you want to update first.Edit the greeting text to reflect exactly how you want the AI to introduce itself.
💡 Tip: This is the only place that controls the AI's initial introduction. If you want it to say a different name when picking up, this is where to change it.
Change how your AI Receptionist refers to you
By default, your AI Receptionist uses the name set in your account when referring to you during conversations.
If you have multiple lines and want your AI Receptionist to use a different name per line (e.g. a first name, team name, or role-based name), you can override this by setting a Preferred Name.
How it works
Default behavior: Your AI Receptionist uses the name configured in your account.
With a Preferred Name: Your AI Receptionist uses the line-level name instead of the account-level name.
For example, your AI Receptionist can speak as "Emma" on one line, while another speaks as "Front Desk".
📌 Note: This setting only affects AI conversations (calls and texts). It does not change how names appear in call summaries or outbound calls.
Where to update your Preferred Name - from the web app
Go to app.beside.com and click AI Receptionist in the sidebar.
If you have multiple lines, select the line you want to update from the dropdown at the top.
Under Knowledge, click Company Details.
Edit the Preferred Name field, then click Save at the top right.
Where to update your Preferred Name - from the mobile app
Open your AI tab
Go to 📞 Calls/Phone tab → Knowledge → Preferred Name.
If you have multiple lines, select the line you want to update first.Enter the name you want your AI Receptionist to use when referring to you.
Examples:
Use your first name instead of your full business name
Use a role-based name like "The Front Desk" or "Client Support"
Use a more casual or more professional name, depending on your audience
Change how your AI Receptionist refers to your business
If you want your AI Receptionist to mention your business name or speak on behalf of your company (for example: "Thanks for contacting Bright Dental"), make sure your Company Name is set.
From the web app
Go to app.beside.com and click AI Receptionist in the sidebar.
If you have multiple lines, select the line you want to update from the dropdown at the top.
Under Knowledge, click Company Details.
Edit the Company Name field, then click Save at the top right.
📌 The Company Details page on the web app also lets you set Business Type, Industry, and Your Role. These give your AI Receptionist additional context but don't control the names it uses out loud.
From the mobile app
Open your AI tab
Go to 📞 Calls/Phone tab → Knowledge → Company Name.
If you have multiple lines, select the line you want to update first.Enter your business name.
This helps your AI Receptionist consistently talk about your business in a clear, branded way.
Account name and line name
Your account name is the name displayed on your profile. It is not used by your AI Receptionist during calls or messages.
To update it:
Web app: app.beside.com → Settings → Profile under Your account → click Update next to your name.
Mobile app: Settings tab → Edit Name.
If you have multiple lines, each line has its own line name (visible in Settings → Phone Numbers on both the web app and the mobile app). The line name is used in call history, call summaries, and outbound call logs.
💡 Tip: If you manage multiple business lines, give each one a clear, distinct name. This helps identify calls in history and summaries, but does not affect how your AI introduces itself, refers to you, or refers to your business - those are controlled by the settings above.
FAQ
My AI Receptionist uses a different name than what I set - why?
My AI Receptionist uses a different name than what I set - why?
Different names come from different settings. The greeting name comes from the Welcome Greeting, the mid-conversation name comes from Preferred Name, and the business reference comes from Company Name. Check the table above to identify which setting controls the name you want to change.
The name in my call summary doesn't match what my AI says - is that normal?
The name in my call summary doesn't match what my AI says - is that normal?
Yes. Call summaries use the line name, while your AI Receptionist uses the names set in your AI Receptionist settings (Welcome Greeting, Preferred Name, Company Name). These are independent settings.
Can I set a different AI name for each line?
Can I set a different AI name for each line?
Yes. If you have multiple lines, each line has its own AI Receptionist with independent settings. You can set a different Welcome Greeting, Preferred Name, and Company Name for each line.
How do I make my AI stop saying its own name?
How do I make my AI stop saying its own name?
Edit the Welcome Greeting to remove any self-introduction. For example, change "Hi, I'm the AI assistant for Bright Dental" to "Hi, thanks for calling Bright Dental. How can I help you?". The AI will follow whatever text you write in the greeting.