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Agent folders in DialNexa help teams organize the Agents tab. Folders can be created, selected, renamed, deleted, and used as filters. Agents can be moved into folders from row actions so large workspaces do not turn into a long scroll of mystery callers.
Folders are boring until the day you have forty agents named “Support Bot”. Then folders are civilization.

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Before You Begin

Choose one organization rule, such as environment, team, customer, or use case. Avoid mixing several rules at the same folder level.

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What Folders Do

A folder is a label applied to agents for organizational purposes. Selecting a folder in the sidebar filters the agent list to show only agents in that folder. Folders have no effect on call behavior, routing, or agent configuration.

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Creating a Folder

1

Open the Agents tab

Click Agents in the left sidebar.
2

Click New Folder

Find the New Folder button in the folder sidebar or the action menu at the top of the Agents list. Click it.
3

Name the folder

Enter a name. Use names that are searchable and self-explanatory to anyone on your team. Click Create.
The folder appears in the sidebar immediately. It is empty until you move agents into it.

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Moving Agents into a Folder

1

Find the agent

In the Agents list, locate the agent you want to move. You can be in “All Agents” view or inside a different folder.
2

Open the row action menu

Click the three-dot menu on the agent row (far right of the row).
3

Select Move to Folder

Click Move to Folder and choose the destination folder from the dropdown. The agent moves immediately.
You can also drag and drop agents into folders in the sidebar if your dashboard supports drag-and-drop interaction.

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Renaming a Folder

Click the three-dot menu next to the folder name in the sidebar and select Rename. Enter the new name and confirm. The new name appears everywhere the folder is referenced.

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Deleting a Folder

1

Check the folder contents

Before deleting, open the folder and decide what to do with the agents inside. Deleting a folder does not delete the agents in it, but they will appear under “All Agents” without a folder assignment.
2

Delete the folder

Click the three-dot menu next to the folder name and select Delete. Confirm the action.
Deleting a folder that contains agents will leave those agents without a folder assignment. They remain accessible under “All Agents” but are no longer organized. Move or reassign them before deleting the folder if organization matters.

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Good Folder Schemes

Pick a folder structure that matches how your team searches for agents.

Use case

Examples: Qualification, Reminders, Collections, Support Intake, Surveys. Best for teams that search by what the agent does.

Customer or project

Useful for agencies or teams running separate customer deployments. One folder per client keeps things clean.

Environment

Examples: Production, QA, Archived. Separates agents ready for live traffic from agents still being tested.

Team ownership

Examples: Sales Ops, Support Ops, Growth. Helps teams find agents they own without searching across everyone else’s work.

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Using Folders for Environment Separation

A common pattern is to use folders as an environment indicator alongside your naming convention. For example:
  • Folder: Production containing agents named Lead Qual - English, Appointment Reminder - Hindi
  • Folder: QA containing agents named Lead Qual - English [TEST], Appointment Reminder - Hindi [TEST]
  • Folder: Archive containing old experiments and deprecated versions
This approach makes it clear at a glance which agents are live and which are candidates or retired.
Environment folders are an organizational convention, not a technical enforcement layer. DialNexa does not prevent you from assigning a “QA” folder agent to a production phone number. Enforce environment discipline through team process and naming.

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Folder Questions

No. Folder placement is purely organizational. The agent’s prompt, published version, phone number assignment, workflow connections, and all other configuration are unaffected by folder moves.
No. Workspaces are isolated environments with separate billing, phone numbers, and API keys. Folders organize agents within a single workspace. Use workspaces for true isolation and folders for agent organization inside one workspace.
No. Each agent belongs to one folder at a time. To “copy” an agent across folders, duplicate the agent and assign the duplicate to a different folder.
The agents remain in the workspace and are accessible under “All Agents”. They lose their folder assignment but retain all their configuration, version history, and routing.
There is no documented hard limit on folders, but very large numbers of folders can make navigation harder rather than easier. A flat structure of 5 to 15 folders covers most workspace needs.

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Keep Folders Useful Over Time

1

Use names people would search for

The folder label should be obvious to someone new to the workspace. Avoid internal codes or abbreviations that only one person understands.
2

Move agents after creation

New agents land outside any folder by default. Move them into the right folder before handing off to someone else.
3

Archive by moving, not deleting

Move old experiments into an Archive folder before deleting them outright. This gives you a recovery window if you need the configuration later.
4

Review folder counts periodically

High counts in one folder and low counts in another may indicate the structure needs revisiting. An “Archive” folder with 60 agents and a “Production” folder with 3 is a signal to clean up.

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Verify Folder Organization

Confirm moved agents appear in the intended folder, search and status filters still find them, and no live routing or published version changed as a result of the move.

Agents Overview

Understand the full agent list and how agents are managed.

Agent Versions and Publishing

Manage draft and published versions of agents inside folders.

Agent Templates

Create new agents faster with pre-built templates.

Import Agents

Import agent configurations from other workspaces.