Agents & knowledge

Languages and voices

Each agent has one primary language and voice, chosen from the voice catalog. The catalog spans multiple providers and languages; filter by language to see what's available. If a caller speaks a language the agent isn't configured for, the agent politely explains it can't switch rather than producing broken speech.

For multilingual businesses, create one agent per language and route each to its own number or widget, or mention the alternative number in your greeting.

Setting the tone

Next to the voice on each agent there's a tone — calm, excited, enthusiastic, confident, curious, sympathetic or content. Leave it on Default tone and the voice speaks exactly as it always has. Pick one and the agent keeps that manner for the whole call: calm on an after-hours line, confident when it's answering questions about the work. Press play beside the voice to hear a sample in the tone you've picked before you save.

Three things worth knowing:

• It's set per agent. Two agents can share a voice and still sound different, and changing one leaves the other alone.
• It only shapes English speech. Tone control is English-only, so a call in another language is spoken in the voice's usual manner. The setting is still saved whatever language the agent speaks, so an agent you move to English later keeps the tone you chose.
• Not every voice offers it. If there's no tone box beside the voice you've picked, that voice can't be tuned this way — choose another voice if the tone matters more.