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The voice is how the agent sounds on the phone. It only matters where the agent speaks: phone calls and browser voice tests. Website chat and email don’t use it. The voice lives with the phone, not under How it talks, because nothing else uses it.

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Pick a voice

1

Open the phone settings

Go to Agents → your agent → Channels → Phone. You can also click Voice, transfer & wording → on the Phone card.
2

Choose from the Voice list

The How it sounds card has a Voice dropdown with ten voices: Celeste, Eve, Ara, Aurora, Carina, Altair, Atlas, Castor, Cosmo and Helios. New agents start on Celeste.
3

Play a sample

Click Play sample next to the label. You hear the selected voice say “Hi, this is how I’ll sound when I answer the phone.” Change the selection and play again to compare.
4

Save

Click Save changes. The next call uses the new voice. A call already in progress keeps the voice it started with.
Owners and admins can change the voice.
Samples are free and aren’t counted as usage. If you play a lot of them in quick succession you may see “That’s a lot of samples at once — give it a moment.” Wait a minute and try again.

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Hear it in a real conversation

A sample is one sentence. To hear the voice answering your own questions, with your greeting, knowledge and actions, test the agent by voice in your browser. No phone number is needed.
  • Test by voice, at the top of the agent’s pages when the phone channel is on, opens a full-page test call.
  • The Playground has a Chat / Voice switch above the preview when the phone channel is on. Voice starts a call with the saved agent beside your settings.
Click Start talking and allow microphone access. The status reads “Live — just talk” once connected, and a transcript builds up underneath. Click End to hang up. A browser test uses the same voice, greeting, instructions, knowledge and actions as a phone call, with two differences:
  • The AI & recording notice is never spoken. It’s only for callers.
  • The agent can’t transfer the call to a person. Test transfers by calling the number.
Browser tests are real sessions: they appear in Conversations as Browser voice and count as voice minutes, per started minute. A test can run for up to 15 minutes; after that you’ll see “That’s the longest a session can run. Start another to keep going.”