Three smaller settings on the Voice tab decide how the agent listens and what the line sounds like. Most businesses never need to change them, but they help when callers are misheard or the line feels too quiet.
Language
- Open Agent › Voice.
- Under The language your callers speak, open Callers mostly speak.
- Choose English, or Urdu and English — callers choose at the start.
- Press Save voice.
The agent answers in whatever language a caller uses. This setting chooses which speech recognition listens, so pick the language most of your callers open in.
Background sound
Background sound is the soft office sound under the agent's voice, so a caller never hears dead air. Choose Medium (a quiet office, and what every agent starts with), Low (barely there) or Off (silence between sentences).
Talking over the agent
A caller can always cut the agent off. Two lists under Talking over the agent decide it sooner or later for specific phrases. Always interrupts on are phrases that stop the agent at once, however short. Never interrupts on are listening sounds that should not stop it; the agent keeps talking. The built-in phrases are fixed. Under Add your own, type your callers' own phrases, one per line, up to 20, each under 30 characters.
Change one thing at a time
If the agent keeps stopping at a sound callers make, add that sound to Never interrupts on. If it talks over people who say something like “hold up” or “one moment”, add that to Always interrupts on. Then use Test call to check.
Can I add other languages, like Spanish?
The setting offers English, and Urdu with English. For other languages the agent still replies in the language a caller uses, but what it says is built from what you wrote, so your service names and prices are not translated. Try a test call before relying on it.
Will changing background sound affect existing callers?
Only new calls. Save the tab and the live agent picks it up within about a minute.