Voice & Behavior

Voice & Behavior controls how your agent introduces itself and the operating guidance it follows during a call.

Agent identity and voice

Choose a short agent name that callers can hear easily. Select the voice that best fits your business and preview it before saving. The current gallery contains nine selectable voices; Maya and Miles are the recommended starting choices.

Voice selection changes how the agent sounds, not which calling features are enabled. Preview several options with your actual business name and greeting because pronunciation matters more than a generic sample.

Language behavior

You do not choose a conversation language in Voice & Behavior. Multilingual General Reception is already active: callers can begin speaking in a supported language or ask your agent to switch during the conversation.

Test important names and industry terms in the languages your callers use. Voice clarity can vary by language, accent, dialect, and pronunciation even when the conversation itself is understood correctly.

Choose an open or targeted primary greeting

The primary greeting should identify the business and begin with one clear conversational direction. Use an open invitation for General Reception when callers may have many unrelated needs. Use one targeted yes-or-no question when an expected campaign, service, or program caller should be able to enter structured qualification after a clear affirmative.

Pair a targeted question with Call Handling → Qualification → Start after the greeting. The greeting makes an entry decision and should not duplicate criterion one. For examples, see Write a clear greeting for reception or qualification and Start qualification from your greeting.

Reception instructions

Use reception instructions for the normal way your business wants calls handled. Describe priorities, tone, uncertainty handling, and useful next steps in plain language. Put factual service information in Knowledge and structured actions in Call Handling.

Keep each rule concise and avoid duplicating the same fact across sections. For a practical structure and examples, see Write effective reception instructions.

Behavior boundaries

Boundaries tell your agent what it should avoid or when it should defer to your team. Write direct rules such as:

• do not promise an outcome that requires staff approval;
• do not invent pricing or availability;
• defer to the team when a request requires private account access.

Boundaries do not turn booking, handoff, qualification, or Message Taking on or off. Use each feature’s dedicated setting for that authority.

Saving and testing

Saved voice and behavior changes apply to new calls. Preview the greeting, save the section, then begin a new test. Test a normal request, an unclear request, and a request outside your business scope. If the greeting sounds clipped or unclear, shorten the sentence before changing multiple settings at once.