Adjust an agent's voice and conversation timing

Change the agent's voice

1. Open the call flow's voice settings and click to open the voice picker.
2. Browse or search for a voice and preview it.
3. Once you've chosen one, click Save inside the voice window. If you close the window any other way, your choice isn't kept.
4. Click Publish Changes to publish the change.

Conversation timing and check-ins

Open Settings → Call Handling. Under If the caller goes silent, set Check in after, Check-in attempts, and Hang up after the last check-in. Use the message field below these controls to change what the agent says. Under Call limits, set Maximum call length.

For audio filtering, open Settings → Speech → Noise cancellation. Enhanced Telephony isolates the caller's voice and removes background noise and surrounding voices. Environmental removes background noise while keeping speech. If a caller is audible in the recording but the agent cannot hear them, try Environmental, then publish and test again on the same phone route.

Click to enlarge

Click to enlarge

Related: Use your own voice, Configure phone menus and hold, Test and publish, Review call history.