Voice

Voice gives your agent a phone number. Someone calls it, the agent picks up, and the two of them have a conversation out loud.

It is the same agent that answers on your website. Same brief, same knowledge, same catalog. What changes is the medium, and the medium changes what good looks like: a caller cannot skim, cannot scroll back, and hears silence as a dropped line rather than as thinking.

Most of the voice settings exist to deal with that one difference.

What a call sounds like

The two highlighted stages are spoken from phrases you author. They are the parts a caller judges the fastest, and the only parts that can be ready before the call arrives.

The loop repeats until someone hangs up. Everything after the greeting is the agent listening, thinking and speaking, over and over, fast enough that it feels like a conversation.

What you configure

Setting	Where	What it decides
Voice	Agent, Saved Responses, Voice	Who the caller hears, per language
Spoken phrases	Agent, Saved Responses, Voice	The exact words for greetings, acknowledgements, nudges and farewells
Languages	Agent, Saved Responses, Voice	Which languages the agent speaks, and which one leads
Pacing	Agent, Saved Responses, Voice	How the line handles delay and echo
Number	Voice, Numbers	The phone number that reaches this agent
Call log	Voice	Recordings, transcripts and what was said

The brief, the knowledge and the catalog are shared with every other channel. You do not write a separate agent for the phone. You add a phone voice to the agent you already have.

Start here

Set up a voice agentThe order the settings depend on each other in, and why doing it out of order gives you a silent line.

Write the spoken phrasesGreetings, acknowledgements, idle nudges and farewells, per language.

Change the voiceWhat changes for the first few callers, and the weekly limit that exists because of it.

Call qualityPacing, echo and the two settings that decide whether the agent talks over people.

The call logRecordings, transcripts, filters, and turning a good answer into a saved response.

TroubleshootingWrong voice, talking over the caller, dead air, and the call that ends in an apology.

Recovering lost callsA call that happened but never reached the log: how to spot it, and how the record is rebuilt.