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The voice is how the agent sounds on the phone. It only matters where the agent speaks: phone calls and Preview calls in your browser. Website chat and email don’t use it. The voice is a phone setting, and Channels › Phone is its only home. The voice dropdown and its samples are in the Voice & greeting card, with the phone greeting and the AI & recording notice.

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Pick a voice

1

Open Channels › Phone

Go to Agents → your agent → Channels, then Phone. The voice can be set whether or not the phone channel is on.
2

Play the voices

In the Voice & greeting card, open the Voice dropdown. There are ten: Celeste, Eve, Ara, Aurora, Carina, Altair, Atlas, Castor, Cosmo and Helios. Pick one and click Play sample beside it to hear it say “Hi, this is how I’ll sound when I answer the phone.” Click Stop to stop it; picking another voice stops the last one.
3

Pick one

Leave the one you like selected in the dropdown. New agents start on Celeste.
4

Save

Click Save changes. The same button saves the phone greeting and the AI & recording notice in that card. 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 phone greeting, knowledge and actions, call the agent from your browser with Preview. No phone number is needed, and the phone channel doesn’t have to be on. Save a new voice, then click Preview at the top of any agent page and pick the Call tab. On Channels › Phone, Try a call in the What a caller hears card opens the same thing. What a caller hears lists a phone call in order: the AI & recording notice if it’s on, your phone greeting, answers from your knowledge, then the transfer to a person if you’ve set a number on Handoff. 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 Preview call uses the same voice, phone 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.
Preview calls are real sessions: they appear in Conversations as Browser voice and count as voice minutes, per started minute. A Preview call 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.”