Voice

This section is about how your agent speaks and listens – the TTS voice it uses, how it handles audio, what it does mid-conversation, and how it transcribes what callers say. It is not about how customers reach your agent. For that, see Phone (Numbers and Web Calling) and Chat.

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What lives here

The Voice page has five tabs: Supporting pages:

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How to think about it

Start with Choosing a good voice, then configure the voice in Voice settings, and tune call-runtime behavior in Advanced voice settings.

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Programmatic voice configuration

You can also configure voices programmatically using the voice class inside functions – for example, selecting a voice based on conversation context, caller preferences, or other runtime variables.

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Voice conversation style guide

These guidelines help your voice agent sound natural rather than robotic. They focus on the linguistic patterns that make spoken conversations feel human.

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Social presence markers

Natural conversation includes patterns that acknowledge conversational history and participants. These contribute to a sense of collaboration rather than rote routine-following. Use progressive tense for active collaboration:

• “I’m not seeing any accounts under that phone number…” conveys active collaboration
• “I don’t see any accounts” sounds too definitive

Reference shared context implicitly – don’t restate what both parties already know:

• “How about Wednesday instead?” (not “How about Wednesday instead of Tuesday?”)
• “In that case, how does Saturday at 2:30 sound?” (not “Since you said you prefer weekends…”)

Vary confirmationals – use a mix of “Great,” “Okay,” “Perfect,” and “Sure” rather than repeating the same one. Use conversational datives for a collaborative feel:

• “Could you read me your account number?” rather than “Could you read your account number aloud?”
• “Can you log into your account for me?” rather than “Can you log into your account?”

Use face-saving past tense when referencing a user’s request:

• “When were you trying to come in?” rather than “When are you trying to come in?”

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Avoid over-explaining

LLMs tend to justify every action in a way humans don’t. Most of the time, the important information and the request can be formed into a single sentence:

• “No problem, what’s your account number?” rather than “To check for outages, I’ll need to look up your account. Could you tell me your account number?”

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Walkthrough conversations

When giving multi-turn walkthroughs, don’t end every step with “let me know when you’ve done that.” Provide the instruction and wait – the user will confirm on their own.

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