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Use this guide when setting up a new agent or changing an existing voice. A well-chosen voice builds caller trust from the first second; a poor choice causes hang-ups and complaints regardless of how well the agent handles the conversation.

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Using the Voice library

The Voice library provides tools to find the right voice:
  1. Go to Channels > Voice > Agent Voice.
  2. Click Change to open the Voice library.
  3. Use filters for language, region, and gender.
  4. Preview voices with custom text before selecting.
  5. Save frequently-used voices to Favorites for quick access.

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Accent

Choose an accent that matches your audience. Use the Voice library’s region filter to find accents that match your audience:
  • US English for North American customers
  • UK English for British customers
  • Regional variants for specific markets

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Personality and texture

Match the voice to your business.
Industry/AudienceVoice Characteristics
Professional servicesConfidence and reliability
Younger audienceEnergy and enthusiasm
Older individualsMaturity and trustworthiness
HealthcareCalm and reassuring
HospitalityWarm and welcoming
Use the style tags shown on voice cards in the Voice library to identify voices with the right characteristics.

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Voice parameter settings

After selecting a voice, fine-tune Stability, Clarity, and Style to match your use case. See Agent Voice – voice settings for full parameter details.
For the most reliable experience, set Stability to 0.7 or above.

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Voice selection workflow

  1. Browse voices in the Voice library using the Explore tab.
  2. Filter by language, region, and gender to narrow options.
  3. Preview voices using the play button and custom text input.
  4. Check style tags on voice cards for characteristics like “warm”, “professional”, or “energetic”.
  5. Save to Favorites any voices you want to compare later.
  6. Select the voice that best fits your needs.
  7. Configure settings for stability and clarity.
  8. Publish changes to apply to your live agent.

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Best practices

  • Test voices with various sentence types your agent commonly uses
  • Consider how the voice sounds when delivering both good news and handling complaints
  • Match voice characteristics to your brand identity
  • Use the Favorites feature to shortlist options before final selection
  • Review voice performance in Conversation Review after deployment

Voice library

Browse and preview available voices

Agent Voice

Configure voice settings and fine-tuning

Voice configuration

Channel-specific settings and call handling

Multi-voice

Use multiple voices to simulate a team
Last modified on April 16, 2026