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Voice channels let customers call a phone number and speak with an AI voice assistant. Calls create transcripts and summaries in the inbox. Open voice channels

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Set up a voice channel

1

Open voice channels

Open voice channels and click Add.
Add phone channel button
2

Name the number

Add a display name for the phone number.
Phone number display name setup
3

Choose a phone number

Select an available number. If no number appears, search by country code such as DE or +49.
Phone number selection dialog
4

Choose the AI agent

Select the AI agent and configure the general voice prompt.
Voice channel AI agent settings
5

Choose the voice

Pick the voice and configure speed, latency, and handover behavior.
Voice selection settings
6

Test before going live

Test calls, review transcripts, adjust prompts, then set the handover number for human escalation.
Voice test and transcript view

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Fine-tune pronunciation

Add pronunciation rules when the agent mispronounces brand names, acronyms, URLs, or special terms.
1

Open pronunciation settings

Open the voice channel, select the Voice tab, and click Fine-tune pronunciation.
2

Choose a rule type

Use an alias for a simple spoken replacement, such as CEO → Chief Executive Officer. Use a phoneme with IPA notation when you need precise pronunciation.
3

Save, test, and publish

Choose the language, add the rule, test it in a real sentence, and publish the changes.
Start with aliases. Add language-specific phonemes only when an alias does not sound natural.

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Watch the walkthrough

Watch the voice assistant setup video