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The Personality & voice tab in the agent editor is where you decide who your agent is and how it comes across — its name, its manner, its greeting, and the voice callers actually hear. Like everything in the editor, changes here save to your draft as you type and reach callers only when you publish.

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Your agent

Two fields establish your agent’s identity:
  • Agent name — the name your agent uses when introducing itself. Pick something you’d be happy for callers to hear.
  • Agent description — a short explanation of the agent’s role, e.g. Restaurant bookings. Only you see this; callers never do.
Your business name isn’t set on the agent. Every agent takes it — along with what your business does, what you offer, your opening hours and your contact details — from your workspace’s Business profile in Settings, and reads it afresh at the start of every call. Change the profile once and every agent uses the new details on its next call.

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Personality

  • Greeting — exactly what callers hear when your agent answers, spoken word for word as you’ve written it. Nothing is filled in for you, so write your agent’s name and your business name out in full. If you rename the agent or the business on the Train your agent tab, it rewrites the greeting with the new name in the same step.
  • Tone and manner — how your agent sounds and carries itself, like “warm, unhurried and clear”. Keep it to manner: its journeys decide what it can do.
  • Ground rules — things your agent must never do or say, whatever the caller asks, like “never quote a price or promise a delivery date”. They apply on every call, to every journey.

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Languages and time

  • Languages — English is always included; add any other languages your agent needs to understand and speak, and only select the ones you need.
  • Your time zone — used whenever your agent talks about dates and times, such as “we can come Tuesday morning”. It’s also the time zone every date and time goes through in when your agent books or records something through a connected app, however the caller phrased it, so a booking lands at the hour they agreed. A new agent starts on the time zone in your business profile.

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Voice

The Voice card shows the voice your agent currently speaks with — press the play button to hear it. Browse voices opens the voice library:
1

Narrow the list

Search by name, filter by Language, and filter by voice type — female, male or neutral. Voices with an accent matching your agent’s languages appear first, and your current voice stays pinned at the top so you never lose your reference point.
2

Listen before you choose

Press play on any voice to hear a sample. Type your own Preview text — your actual greeting works well — to hear how each voice handles it.
3

Select your voice

Pick the one that suits your business and confirm with Select.
Below the picker, drag Speaking speed between Slower and Faster if the normal pace doesn’t suit your callers.
Any voice can speak all the languages you’ve chosen — an accent match just sounds the most natural. You can hear the result any time with a test call from the Test agent drawer.

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Background sound

Tick Play a quiet background sound on calls to add a subtle background sound that makes calls feel more natural, such as a quiet office hum. Choose between Office ambience, Forest ambience, City, Crowded room and Hold music, and set how loud it plays.