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 the greeting before saving.

Primary greeting

The primary greeting should identify the business and invite the caller to explain what they need. Keep it short so the conversation can begin quickly.

For examples, see Write a clear greeting.

Reception instructions

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

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;
• collect a callback number when a team follow-up is needed.

Saving and testing

Saved voice changes apply to new calls. Preview the greeting, save the section, then begin a new test. If the greeting sounds clipped or unclear, shorten the sentence before changing multiple settings at once.