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Voice settings

Voice settings configure how the agent behaves on the voice channel. They are defined in voice/configuration.yaml.

Voice settings control what the agent says at the start of a call and how it should sound throughout the conversation.

Location

voice/configuration.yaml

What voice settings control

  • Greeting

    The first message the agent speaks when a call starts.

  • Style prompt

    Channel-specific instructions that shape how the agent speaks.

  • Disclaimer message

    An optional message played before the greeting, such as a recording notice.

Greeting

The greeting is the first message the agent speaks when a call starts.

Fields

Field Required Description
welcome_message Yes Text of the greeting. Supports {{attr:...}} and {{vrbl:...}} references.
language_code Yes BCP-47 language code, for example en-GB or en-US.

Example

greeting:
  welcome_message: Hello! Welcome to our service. How can I assist you today?
  language_code: en-GB

Style prompt

The style prompt contains channel-specific instructions that shape how the agent speaks.

Use this for voice-specific guidance such as:

  • phrasing
  • verbosity
  • spoken tone
  • conversational pacing

This is separate from the agent’s broader personality. Use it to shape how the agent should sound specifically on phone calls.

Fields

Field Required Description
prompt No Free-text style instructions. Resource references are not allowed.

Example

style_prompt:
  prompt: You are a helpful and professional customer service assistant. Use natural, conversational phrasing.

Keep voice guidance channel-specific

Use the style prompt for voice-specific speaking guidance. Use agent settings for the broader identity, role, and behavioral rules that apply across the agent.

Disclaimer message

A disclaimer message is an optional notice played at the start of a call before the greeting.

Typical examples include:

  • recording notices
  • compliance messages
  • service disclaimers

Fields

Field Required Description
message No Disclaimer text. Supports {{attr:...}} and {{vrbl:...}} references.
enabled No Whether the disclaimer is played.
language_code No BCP-47 language code for the disclaimer.

Example

disclaimer_messages:
  message: This conversation may be recorded for quality assurance.
  enabled: true
  language_code: en-GB

Full example

greeting:
  welcome_message: Hello! Welcome to our service. Your account shows {{attr:member_status}}. How can I assist you today?
  language_code: en-GB

style_prompt:
  prompt: You are a helpful and professional customer service assistant.

disclaimer_messages:
  message: This conversation may be recorded for quality assurance.
  enabled: true
  language_code: en-GB

  • Speech recognition

    Configure ASR settings, keyphrase boosting, and transcript corrections. Open speech recognition

  • Response control

    Configure pronunciations and phrase filtering before output is spoken. Open response control