What You Can Do
- Enable inbound phone calls
- Configure voice settings
- Choose voice providers
- Test voice in Playground
Prerequisites
- Twilio account connected (for phone calls)
- Pro or Business plan
- Agent configured with system prompt
Voice Channels
Phone (Twilio)
Traditional phone calls via Twilio numbers
WebRTC
Browser-based voice chat in the widget
Step-by-Step: Enable Phone Calls
1
Connect Twilio
Go to Settings → Connect Twilio and add your credentials.
2
Navigate to Channels
Go to your agent’s Channels tab.
3
Enable Phone Channel
Click Connect on the Phone channel.
4
Select Phone Number
Choose a Twilio number to assign.
5
Configure Voice Settings
Set up voice provider, language, and style.
6
Save
Click Save to activate.
Step-by-Step: Enable WebRTC Voice
1
Go to Widget Customization
Navigate to your agent’s Widget Customization tab.
2
Open Advanced Features
Expand the Advanced Features section.
3
Enable Voice Chat
Toggle on Voice Chat.
4
Configure Settings
Select voice provider and language.
5
Save
Click Save to apply.
Voice Settings
Voice Providers
| Provider | Features | Best For |
|---|---|---|
| Google TTS | Natural voices, 40+ languages | General use |
| AWS Polly | Neural voices, SSML support | Enterprise |
| ElevenLabs | Ultra-realistic, custom voices | Premium experience |
| Microsoft Speech | Enterprise-grade, many languages | Business |
| Deepgram | Fast, accurate transcription | Real-time apps |
Speech-to-Text Providers
| Provider | Features |
|---|---|
| Google Speech | High accuracy, many languages |
| Deepgram | Real-time, low latency |
| AssemblyAI | Advanced features, punctuation |
Voice Configuration
| Setting | Description | Options |
|---|---|---|
| Language | Primary language | English, Spanish, French, etc. |
| Voice Style | Voice characteristics | Male, Female, various accents |
| Speech Speed | Talking pace | Slow, Normal, Fast |
| Pitch | Voice pitch | Low, Normal, High |
Testing Voice
Test voice capabilities in the Playground:1
Open Playground
Go to your agent’s Playground tab.
2
Click Voice Button
Click the microphone/voice icon.
3
Allow Microphone
Grant browser permission for microphone access.
4
Start Speaking
Click to start and speak your message.
5
Listen to Response
The agent will respond with voice.
Voice Conversation Flow
Best Practices
Choose appropriate voice
Choose appropriate voice
Select a voice that matches your brand personality.
Test in quiet environment
Test in quiet environment
Background noise can affect speech recognition accuracy.
Keep responses concise
Keep responses concise
Long responses are harder to follow in voice format.
Provide fallback options
Provide fallback options
Always offer text chat as an alternative.
Monitor voice quality
Monitor voice quality
Regularly test voice interactions for quality.
Troubleshooting
Voice not working
Voice not working
- Check microphone permissions in browser
- Verify voice provider is configured
- Test with a different browser
- Check internet connection
Poor speech recognition
Poor speech recognition
- Speak clearly and at normal pace
- Reduce background noise
- Check microphone quality
- Try a different STT provider
Voice sounds robotic
Voice sounds robotic
- Try a different voice provider
- Use neural/premium voices
- Adjust speech speed settings
Phone calls not connecting
Phone calls not connecting
- Verify Twilio credentials
- Check phone number is assigned
- Ensure Twilio account has balance
- Review Twilio logs for errors
Voice Costs
| Action | Credits |
|---|---|
| Voice minute | 5 credits |
| Text message | 1 credit |