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Overview

Voice Settings let you control which voice the agent uses during conversations. There are two modes:
  • Fixed — the same voice is used for every conversation
  • Random — a different voice is randomly selected for each new conversation

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Where to Find It

Agent Details page → Advanced section → Voice Settings Voice Settings

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How Voice Selection Works

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Fixed Mode

  • If you have configured Voice Variables, the system uses the first entry from that list.
  • If Voice Variables is empty, it falls back to the Voice dropdown selection.

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Random Mode

  • The system randomly picks one voice from your Voice Variables Configuration for each new conversation.
  • At least one entry in Voice Variables Configuration is required.

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Configuration

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Option 1 — Fixed Mode (simple)

  1. Select Fixed from the Voice Mode dropdown.
  2. Choose a voice from the Voice dropdown.
  3. Save.

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Option 2 — Fixed Mode (with variables)

  1. Select Fixed from the Voice Mode dropdown.
  2. In the Voice Variables Configuration card, click Edit.
  3. Click Add Voice Configuration.
  4. Select a voice and add any variables (e.g., botName = "Maya").
  5. Save.
The first entry in Voice Variables takes priority over the Voice dropdown when both are set.

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Option 3 — Random Mode

  1. Select Random from the Voice Mode dropdown.
  2. In the Voice Variables Configuration card, click Edit.
  3. Click Add Voice Configuration to add multiple voice options.
  4. For each voice, select a voice from the dropdown and optionally add variables (e.g., botName = "Maya").
  5. Save.

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Using Variables in the Agent Prompt

Reference any variable you defined using mustache syntax in your agent prompt: 
Hello, I'm {{botName}}.
At runtime this becomes "Hello, I'm Maya" (or whichever value matches the selected voice configuration).

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Prompt Example

You are {{botName}}, a female senior sales advisor from Tata Motors. You are calling customers who have shown interest in purchasing a new vehicle.

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Testing Guide

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Test 1 — Fixed Mode

  1. Set Voice Mode to Fixed.
  2. Add one voice configuration (Voice = “Voice A”, botName = "Maya").
  3. Update the agent prompt to include Hello, I'm {{botName}}.
  4. Save and start multiple conversations.
Expected: All conversations use “Voice A” and the bot says “Hello, I’m Maya”.

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Test 2 — Random Mode

  1. Set Voice Mode to Random.
  2. Add 3 voice configurations with different voices and variables:
    • Voice A with botName = "Maya"
    • Voice B with botName = "Alex"
    • Voice C with botName = "Sam"
  3. Update the agent prompt to include Hello, I'm {{botName}}.
  4. Save and start multiple conversations.
Expected: Different voices appear across conversations with the corresponding bot name.

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Test 3 — Edit & Cancel

  1. Open Voice Variables Configuration and click Edit.
  2. Make some changes (add/remove voices or variables).
  3. Click Cancel.
Expected: Changes are discarded, original configuration remains.

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Notes

  • Priority in Fixed Mode — Voice Variables (first entry) takes priority over the Voice dropdown.
  • Variables are optional — you can configure voices without any variables.
  • Random Mode requires Voice Variables — must have at least one voice configuration.
  • Switch anytime — change between Fixed and Random mode as needed.
  • Remember to Save — always click Save after editing Voice Variables Configuration.