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When an agent has served its purpose — a campaign that has finished, a duplicate you built while experimenting — you can remove it. It stops answering, disappears from your Agents list, and any phone number it was answering on comes back to you to give to another agent. Removing is for good. Nothing in Moneypenny AI brings a removed agent back, so it’s worth being sure before you start.

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Remove it, or pause it?

Pausing is the reversible choice: a paused agent stops answering calls and chats, keeps everything it has — its settings, its draft, its version history, its phone number — and starts answering again the moment you resume it. If there’s any chance you’ll want this agent again, pause it instead. Remove it when you’re certain it has no further use, or when you want its phone number free for a different agent and don’t want the old agent cluttering your list.
Removing can’t be undone. Once an agent is removed you can’t resume it, edit it, publish it, or bring it back from the Versions tab — and there’s nothing support can restore for you either.

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Remove an agent

1

Open the Agents list

Go to Agents in the sidebar (under Build) and find the row for the agent you want to remove.
2

Choose Remove agent

Click the bin button on that row — it sits to the right of the pause control, and hovering it reads Remove — take this agent out of your hub for good.
3

Read the confirmation and go ahead

A Remove this agent? confirmation names the agent and sums up what removing does: it disappears and stops taking calls, chats and texts; this can’t be undone; its phone number stays yours and returns to your spare numbers; and its past conversations stay in Calls & Messages under its name. Choose Remove agent to go ahead, or Cancel to leave everything as it is.
That’s the whole thing. The agent disappears from the list straight away and a message confirms it has been removed — there’s no waiting state, and nothing to come back and check later.

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What happens to everything else

  • A call that’s already connected isn’t cut off. A caller talking to the agent at the moment you remove it carries on to the natural end of the call, and its summary and transcript are saved exactly as usual.
  • New calls stop reaching the agent immediately. Its phone number is unassigned as soon as you confirm, so a caller dialling it after that doesn’t reach an agent. If people still call that number, put it on another agent.
  • Its phone numbers stay yours. Each one appears on the Phone Numbers page as Unassigned, and is offered under Use one of your numbers the next time you add a number to an agent — nothing new is ordered, so nothing new is charged. Nothing is handed back to the phone company; that only happens when you deliberately give a number up.
  • Its past conversations stay. Every call and chat it handled is still in Calls & Messages, still under the agent’s name, with a small marker beside the name so you know why you can no longer open that agent.
  • Your knowledge library is untouched. Documents, websites and facts belong to the workspace, not to one agent, so removing an agent takes nothing out of the library.
  • A colleague with the agent open will be told. It leaves everyone’s Agents list at once, and if someone still had the editor open, their next save or publish is refused with “This agent has been removed, so it can no longer be changed.” Any unpublished draft goes with the agent, so it’s worth telling the team before you remove one they’re working on.

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Who can remove an agent

Only a workspace Admin can. For anyone with the User role the bin button isn’t there at all, so removing is never one stray click away for the rest of your team. See Members and roles for what each role can do.