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Voice settings

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

Platform-provisioned — update only

Voice settings are created automatically when a project is created. They can be updated with poly push but not created from scratch. See the equivalent note on agent settings for details.

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
└── safety_filters.yaml       # Optional

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.

  • Safety filters

    Optional voice-channel content safety filter overrides.

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

Safety filters

voice/safety_filters.yaml is an optional file that overrides the project-level safety filter settings for the voice channel. When present, it takes precedence over agent_settings/safety_filters.yaml for voice interactions.

See the Safety filters reference for the full schema, field descriptions, and examples.

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

  • Safety filters

    Configure content safety filtering at the project and channel level. Open safety filters

  • 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