This guide explains how to set up the tone of voice and speaking style for your AI Employee. By configuring separate attributes for chat and voice channels, you can control how your AI Employee communicates with customers across different interaction types.
The AI Employee speaking style is configured using two separate attributes depending on the communication channel:
Attribute | Channel | Purpose |
| Chat | Controls tone and communication style for text-based interactions. |
| Voice | Controls tone, pace, intonation, and accent for phone interactions. |
Separating these attributes allows you to specify voice-specific details like accent, speed, and intonation without affecting chat interactions where these details are unnecessary.
🗒️ NOTE
To set the AI Employee's language, use the project_business_language_primary and project_business_language_additional attributes. Do not specify language within the speaking style attributes.
Configure chat speaking style
In the Portal, go to Settings > Agent tab.
In the
project_representative_agent_chat_speaking_styleattribute, enter your desired style in the text field.Click Save.
Recommended chat style examples
Use concise, explicit wording that defines the tone and any chat-specific behaviors.
Base style:
Friendly professional, super welcoming.
With affirmations:
Friendly professional, super welcoming. After each user's answers on your questions, use affirmations like "Got it!", "Understood!", "Thanks for the info!".
Formal style:
Professional and courteous. Use complete sentences and maintain a helpful demeanor.
Configure voice speaking style
In the Portal, go to Settings > Agent tab.
In the
project_representative_agent_voice_speaking_styleattribute, enter your desired style, pace, and optional accent in the text field.Click Save.
Recommended voice style examples
Structure your input as: [tone] + [pace] + [accent (optional)].
Base style (no accent):
Friendly professional, super welcoming. Speak energetic and fast.
With Australian accent:
Friendly professional, super welcoming. Speak energetic and fast. Speak with an Australian accent.
With British accent:
Friendly professional, super welcoming. Speak energetic and fast. Speak with a British accent.
Calm and empathetic:
Calm, precise, and empathetic. Maintain a moderate pace. Speak with a South African accent.
Confident and persuasive:
Confident and persuasive, yet respectful. Speak briskly. Speak with a US accent.
⚠️ CAUTION
Accent behavior depends on the selected voice's capabilities. If the voice does not support a specific accent, results may vary.
Test your configuration
After saving your changes, verify that the AI Employee responds as expected.
For chat channels:
Start a new conversation with your AI Employee.
Review the wording, pacing cues, and overall tone.
Confirm affirmations or other specified behaviors appear correctly.
For voice channels:
Place a test call to your AI Employee.
Confirm the accent is perceptible and appropriate for your audience.
Verify the speaking pace matches your configuration.