Update voice settings, fix mispronunciations, manage cached audio, and tune call behavior to maintain high-quality voice experiences for your callers.
Quick reference
Changing your agent’s voice
Consider updating when your brand refreshes, customers report clarity issues, you’re expanding to new languages, or newer voice models become available.
- Go to Voice > Settings
- Click Change to open the Voice Library
- Filter by Language, Region, and Gender
- Preview voices with custom text
- Click Select to apply
- Test in Agent Chat before publishing
For non-English projects, use a multilingual_v2 model to ensure proper language support.
Barge-in
Toggle in Voice > Advanced settings > Call. Lets callers interrupt the agent mid-sentence.
Enable when: callers frequently interrupt, or you want more natural conversations.
Disable when: delivering complete information (legal disclaimers), background noise causes false interruptions.
Managing audio quality
Cached audio
The Audio library tab lets you cache and optimize frequently-used audio for reduced latency and consistent quality.
- Open Voice > Audio library
- Click Edit to adjust stability/clarity settings or add IPA pronunciation corrections
- Click the sync icon to regenerate, then preview
Audio is only cached after the same TTS is generated at least twice in 24 hours. For critical phrases (greetings, transfers), generate them repeatedly or upload manually.
Custom audio uploads
Upload pre-recorded audio (WAV or MP3) for maximum control over greetings, legal disclaimers, or brand-specific moments.
Fixing pronunciations
When the agent mispronounces words:
- Go to Voice > Advanced settings > Speech → Pronunciation section
- Add a pronunciation rule
- Enter the regex pattern for the word as it appears in text
- Provide the IPA replacement (e.g., “PolyAI” →
/ˈpɒli eɪ aɪ/)
- Test in Agent Chat
You can also use SSML for advanced control:
Troubleshooting
Maintenance routine
- Monthly: Listen to recent calls and identify voice quality issues
- As needed: Add pronunciations for new terms
- After voice changes: Regenerate cached audio
Related pages
