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Voices & languages

An agent's voice and language come from its persona. Picking a persona sets a natural-sounding voice and the language the agent speaks and understands — but you can preview and compare options before committing.

Choosing a voice

In the persona picker, choose a language first, then a voice within it. Each voice has a short description (warm, professional, upbeat, calm, …) and a photo that becomes the agent's avatar.

  • Preview before you pick — play the sample on each persona to hear it.
  • The avatar and voice stay in sync, so the picture in your agents list always matches how the agent sounds.

Comparing voices

The Voice audio manager lets you listen to the available voices side by side, so you can settle on the right tone for your audience before configuring an agent.

Language behavior

The agent conducts the whole call in its configured language — greeting, questions, and replies. If a caller switches language mid-call, the agent keeps responding in its language unless you've designed it to do otherwise.

Pick the language that matches the people who'll call. The persona's language also shapes the accent, so an English (UK) persona sounds different from English (US).

Some voices and languages are restricted

A few voices and languages (for example native Hebrew voices) are only available to super-admin users. See Administration.

What's next

  • Configuring an agent — Set an agent's persona, voice, language, greeting, knowledge base, and intake questions.
  • Call forwarding & transfers — Set the conditions under which an agent hands a call to a human, and understand exactly how the transfer behaves.
  • Conversation design — Choose how an agent runs a call — simple intake, Questions & conditions (scenario), or a Decision tree.
  • Agents — What an agent is and the three things you configure — who it is, how it converses, and when it transfers.
  • Testing your agent — Talk to an agent from your browser before going live — what test calls do, the modes available, and what to check.