Use a different voice for each line

What a profile actually contains#

The realtime engine is speech-to-speech, so a profile is not a synthesiser preset and there is no pitch dial behind it. Every setting is one of two kinds, and the Voice Lab says which kind each one is, because they fail in different ways.

Engine knobs

Real session parameters: the model, the voice, a pinned language code, temperature, reply length, end-of-speech silence, interruption thresholds, noise cancellation and the hang-up timers. Change one and the session behaves differently.

Steering knobs

Speed, pitch, energy, warmth, emotion, pauses, fillers, formality, humanness, accent and pronunciation. These become lines of instruction. The model follows them the way it follows any instruction — usually, not mechanically.

Behaviour text

Role, goal, tone, knowledge, rules, what to ask and never ask, objection handling, escalation, opening, closing and language switching. This is what makes a service line sound like a service line.

The resolution order#

Six layers, each overriding the one before it. Reading this list top to bottom is the fastest way to answer why a line sounds like something you did not configure.

1. The workspace voice setting — the floor, applied when nothing else matches.
2. The default profile, if the workspace has named one.
3. The profile attached to the line's purpose: inbound, service, transactional or promotional.
4. The profile pinned to that line number.
5. The profile on the contact, held as voice_profile in the contact's facts.
6. The Lab draft, which applies only while a Voice Lab test call is running.

Setting one up#

1. Open Phone, then Setup, then Voice Lab, and start from the profile closest to what you want rather than from nothing.

   Result The Lab shows engine knobs and steering knobs separately, so you can see which of your changes will alter the session and which are text for the model.

2. Attach the profile by purpose if several lines share the job, or by line number if this one line is the exception.

   Result Purpose is the cheaper choice: adding a third service line later inherits the profile instead of needing its own.

3. Run a Lab test call on that line.

   Result The resolved settings are snapshotted onto the call's quality record, so the review afterwards judges what actually ran rather than what is currently saved.

4. Open the review and read the findings before saving the profile as the line's own.

   Result Findings that name a control tell you which knob to turn next. Findings marked as model-limited tell you the setting you were about to change would not have helped.

Proving which profile ran#

The snapshot on the call record is the answer, and it is the only one that survives a later edit. If somebody changed the profile this morning, the call from yesterday still carries what it used.

Questions#

Related#

• Voice profiles
• The Voice Lab
• Change how Connect sounds on the phone
• Review a call properly
• Human voice profiles
• Add a second phone number