White-labelling removes all VoiceForge Pro branding from your clients' experience. Your logo, your name — that's all they see. This article walks through every branding setting and how to make the experience genuinely your own.

What gets white-labelled

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Agent identity
The agent's name, greeting, and persona. Your agent is called whatever you name it — "Aria", "Max", "Jordan" — and introduces itself using your client's business name.
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WhatsApp sender name
Outbound WhatsApp messages come from the client's WhatsApp Business account — their name and number. Not VoiceForge.
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Calendar events
Bookings appear in the client's Google Calendar under their business name. The event description shows the agent captured the call — no VoiceForge reference.
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No VoiceForge mentions
The system prompt should never reference VoiceForge Pro. Your client's callers have no way to know what platform is handling their call.

White-labelling the agent identity

The most important white-label setting is the system prompt. This defines how the agent introduces itself and what it says throughout the call. For agency deployments, your system prompt should:

  • Name the agent as the client's business ("Hi, thanks for calling Acme Plumbing — I'm Jordan...")
  • Never mention VoiceForge, AI, or any platform name
  • Refer to callbacks and follow-ups as actions by the client's business team
  • Use language consistent with the client's industry and brand voice
System prompt — white-labelled for Acme Plumbing
You are Jordan, the AI phone assistant for Acme Plumbing. Your job is to answer every call professionally, capture the caller's name, number, and what they need, and let them know that one of the Acme team will call them back shortly.

Never mention that you are an AI. Never mention VoiceForge or any software platform. If asked directly, say you're the Acme Plumbing phone assistant.

For emergencies (no heating, flooding, gas smells), express urgency and assure them the team will prioritise their call.
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Never tell callers the agent is human
The system prompt should not instruct the agent to claim it is a human if directly asked. The industry standard is to say something like "I'm the Acme Plumbing phone assistant" — which is truthful without volunteering that it's AI. Instructing an agent to actively deny being AI when sincerely asked is considered deceptive and may violate consumer protection laws in some jurisdictions.

White-labelling the IVR consent message

The IVR consent message — the brief announcement played before the agent answers — should also use the client's business name, not a generic reference:

"Thank you for calling Acme Plumbing. This call may be recorded and handled by an AI assistant for quality and service purposes."

Configure this per agent at Agent Edit → Agent Setup → Call Behaviour → IVR Consent Message.

White-labelling WhatsApp messages

Connect each client's own WhatsApp Business account to their agent — not your agency's account. This means:

  • Messages arrive from the client's business name and number
  • Your agency is invisible to the client's customers
  • The client can also use their WhatsApp Business account independently

Walk the client through connecting their WhatsApp Business account during onboarding. See WhatsApp notifications for the connection steps.

White-labelling calendar bookings

Connect each client's own Google Calendar account to their agent. Bookings appear as events in their calendar with their business name. Your agency's Google account should never be used for client bookings — if the client leaves or you offboard them, you don't want their booking data mixed into your account.

Pre-launch white-label checklist

Before marking a client deployment as live, run through this checklist:

  • System prompt uses client's business name and agent name — no VoiceForge mentions
  • Agent greeting tested — sounds natural and on-brand for the client
  • IVR consent message uses client's business name
  • Phone number has the correct local area code for the client's location
  • Google Calendar connected to client's Google account (not yours)
  • WhatsApp connected to client's WhatsApp Business account (not yours)
  • WhatsApp test message sent — name and number look correct to a test caller
  • Test call completed — transcript and summary look clean and professional
  • Call forwarding set up and tested on client's existing business number