Voice profiles
Tune how your agents sound and listen on voice calls, from pronunciations and product names to pace and when to hang up.
A buyer on a voice call judges your company by how the agent sounds. If it mispronounces your product, or mishears a feature name the buyer says, the conversation loses credibility. A voice profile fixes that once for every agent that uses it. It sets how the agent pronounces words and which names it listens for, along with its pace and how it handles pauses.
This article covers what a voice profile is, how to create and edit one, and how an agent uses it.
You're in the right place when an agent says a word wrong on a call, misses a product name a visitor says, or talks too fast or too slow.
What is a voice profile?
A voice profile shapes how a voice behaves. The voice itself, the person you hear, is picked on each agent. See Voice and avatar.
Open Settings → Voice to see your profiles. Every workspace has a Default profile, created for you, so agents work without any tuning. Each card shows the profile's pace, how many Pronunciations and Listen for entries it has, and how many agents use it, or Not in use.
| Section | What it controls |
|---|---|
| Speech rate | Slow, Normal or Fast speech. |
| Volume | Soft, Normal or Loud. |
| Expressiveness | The tone of delivery, from Neutral to Energetic. Most agents stay on Neutral. |
| Pronunciations | Words the agent says wrong, and how they should be spoken. |
| Listen for | Product names and terms the agent should hear correctly when a visitor says them. |
| Advanced | Interruption sensitivity and Idle disconnect. |
How do you create or edit a voice profile?
Open or create a profile
Go to Settings → Voice. Select a profile card to edit it, or select New profile to start one. A new profile opens straight into the editor. To start from an existing profile, open it and select Duplicate.
Name it
Click the title to rename the profile, and add a line saying when to use it. The Default profile can't be renamed or deleted.
Set pace, volume and expressiveness
Pick a Speech rate, a Volume and an Expressiveness level. Select Hear it next to any of them to play a sample with your current choices.
Fix pronunciations
Under Pronunciations, type the Phrase as it's written, such as "Kubernetes", and how it should be Spoken as, such as "koo-ber-NET-ees". Select Add. Use the play button on a row to hear that word on its own.
To hear a whole line, use Test a sentence. Pick a voice, type a sentence and select Play. If a pronunciation changed the sentence, Reads as shows what the agent will actually say.
Add words to listen for
Under Listen for, type a product name or term and press Enter. Add the words a visitor is likely to say that general speech recognition gets wrong, like product and feature names.
Adjust the advanced settings (optional)
- Interruption sensitivity ranges from Patient, which waits for a clear pause, to Reactive, which is easy to interrupt.
- Idle disconnect ends a call after a stretch of silence. Pick one of the lengths shown.
The defaults work for most agents.
Profiles save as you edit. The header shows Saving… and then Saved.
How does an agent use a voice profile?
Each agent picks a profile on its Persona tab, under Speech tuning profile on the Voice card. An agent that hasn't picked one uses Default. Select Manage in Settings → Voice there to jump to your profiles.
A profile applies to every agent that uses it. When you edit a shared profile, all of those agents get the change on their next voice call. Give an agent its own profile when it needs different tuning.
If you delete a profile, agents using it go back to the Default profile.
Test it
- Open the profile and use Test a sentence with a line that includes your product names. Check that each one is spoken the way you want.
- On a published agent that uses the profile, start a voice call on your site.
- Say a product name from your Listen for list and check that the agent understands it.
Troubleshooting
| Issue | What to check |
|---|---|
| A word is still said wrong | Check the Phrase matches how the word is written in the agent's answers, then play the row to hear the fix. |
| The agent mishears a product name | Add it under Listen for in the profile the agent uses. |
| Your change had no effect on an agent | Check which profile the agent picks under Speech tuning profile. |
| The agent cuts in while visitors pause | Move Interruption sensitivity toward Patient. |
| Calls end while a visitor is still deciding | Pick a longer Idle disconnect. |
| A change is refused with a message about admins | Only an admin can change voice profiles. Ask one in your organization. |
Frequently asked questions
Does a voice profile change which voice the agent uses?
No. The voice is set on the agent. The profile shapes how that voice behaves.
Do voice profiles affect text chat?
No. They apply to voice calls.
Can I delete the Default profile?
No. You can edit it, and every agent without its own profile uses it.
Do I need to publish after editing a profile?
No. Profile edits reach agents that use the profile on their next voice call. Changing which profile an agent uses is an agent edit, so publish the agent afterwards.