Voice Agent Configuration

Configure Every Aspect of Your Voice Agent

The Voice Agent tab on your client's detail page is the control panel for how the AI agent sounds, behaves, and handles calls. This guide covers every configuration option available, from basic voice selection to advanced call handling rules.

Voice Selection

The voice is the first thing callers notice, so choosing the right one matters. Your voice library offers dozens of high-quality voices powered by ElevenLabs.

How to Change the Voice

Open the client's detail page, go to the Voice Agent tab, and click on the Voice section. You'll see the currently assigned voice with a preview button, and a "Change Voice" button that opens the full voice library.

Choosing the Right Voice

Consider your client's brand and customer base when selecting a voice:

Business Type	Recommended Voice Style
Law firm	Calm, authoritative, professional
Dental office	Warm, friendly, reassuring
Auto detailing shop	Upbeat, energetic, casual
Med spa / wellness	Soothing, polished, welcoming
HVAC / plumbing	Friendly, straightforward, reliable

Preview multiple voices before committing. You can change the voice at any time without redeploying the agent.

Greeting Message

The greeting is the first thing the agent says when it picks up a call. A good greeting sets the tone for the entire conversation.

Default Greeting

When you deploy from a template, a default greeting is set based on the industry. For example, a dental office template might use:

"Thank you for calling Bright Smile Dental. This is Emma. How can I help you today?"

Customizing the Greeting

Edit the greeting in the Voice Agent tab under the Greeting section. Keep these best practices in mind:

• Keep it short — 1–2 sentences is ideal. Callers don't want to listen to a long introduction.
• Include the business name — always mention the client's business name so callers know they've reached the right place.
• Use the agent's name — giving the agent a name (like "Emma" or "Alex") makes the interaction feel more personal.
• End with an open question — "How can I help you today?" invites the caller to start the conversation naturally.

AI Personality

The personality settings control the agent's conversational tone and style. You can adjust how the agent communicates to match your client's brand identity.

Personality Options

• Tone — formal, friendly, casual, or professional. This affects word choice and sentence structure.
• Verbosity — concise (short, direct answers) or detailed (thorough, explanatory responses). Most businesses do best with a balanced approach.
• Empathy level — how much the agent acknowledges emotions and concerns. Higher empathy works well for medical, legal, and service businesses.

Business Hours

Configure the client's business hours so the agent knows when the business is open, closed, and how to handle after-hours calls.

Setting	Description
Operating hours	Set open and close times for each day of the week
Timezone	The timezone the business operates in
Holidays	Mark specific dates as closed or modified hours
After-hours behavior	What the agent does outside business hours (take messages, offer emergency info, redirect to voicemail)

The agent automatically adjusts its responses based on the time of the call. During business hours, it might say "We're open right now until 6 PM." After hours, it can say "We're currently closed. Our next opening is tomorrow at 8 AM. Would you like to leave a message?"

Call Handling Rules

Call handling rules define how the agent manages different types of calls and scenarios:

Common Rules

• Maximum call duration — set a time limit for calls (default: 10 minutes). This prevents unexpectedly long calls from consuming excessive Agent Fuel.
• Transfer rules — configure when and where the agent should transfer a call to a live person. For example: "If the caller requests to speak with a manager, transfer to (555) 123-4567."
• Emergency handling — define how the agent handles emergency situations. For medical or legal businesses, this is critical.
• Unanswerable questions — tell the agent what to do when it doesn't know the answer: take a message, offer to have someone call back, or redirect to the website.

Knowledge Base

The Knowledge Base gives your agent access to detailed information beyond the basic business profile. This is where you upload documents that help the agent answer complex or specific questions.

What to Upload

• Service menus or pricing sheets — so the agent can answer "How much does X cost?"
• Policy documents — cancellation policies, insurance information, warranty terms
• Product catalogs — descriptions, features, and specifications
• Company background — history, team bios, certifications, and awards
• Common procedures — step-by-step explanations of services (e.g., "What happens during a dental cleaning?")

FAQ Management

FAQ entries are direct question-and-answer pairs that you can add from the client's Business Profile or Knowledge Base tab. They're the fastest way to give the agent specific answers to common questions.

Example FAQ Entries

Question	Answer
Do you accept insurance?	Yes, we accept most major dental insurance plans including Delta Dental, Cigna, Aetna, and MetLife. We can verify your coverage when you call to schedule.
How long does a detailing take?	A standard interior and exterior detail takes about 2 to 3 hours. Ceramic coating packages may take a full day depending on the vehicle.
Do you offer free estimates?	Absolutely! We provide free in-home estimates for all plumbing work. Just call us to schedule a convenient time.

The agent prioritizes FAQ answers when a caller's question matches closely, giving you precise control over the response.

Data Collection

You can configure the agent to collect specific information from callers during the conversation. Common data points include:

• Caller name — the agent asks for and records the caller's name
• Callback number — if the caller is using a different number, the agent captures the best number to reach them
• Service needed — what the caller is looking for (e.g., "I need a pipe repair" or "I want to schedule a cleaning")
• Preferred appointment time — when the caller would like to come in
• Email address — for follow-up communications

Collected data appears in the call transcript and in the contact's CRM record, making follow-up easy for your client.

Saving and Applying Changes

Most configuration changes take effect immediately — on the very next call. There's no need to redeploy the agent. Simply make your changes, click Save, and the agent starts using the updated settings right away.