Let visitors talk to the agent out loud and hear it reply, using the same knowledge and guardrails as text.
Voice lets a visitor speak to the agent instead of typing, and hear the answer back.
Open Capabilities, then Voice.
Voice is available on Growth and above. On Free and Starter the panel shows an upgrade prompt. See Plans.
Settings
- Voice — pick one from the list and use Preview to hear it before you ship. Three dropdowns above the list narrow it down by gender, language and style; they filter what you are choosing from, they are not settings in their own right.
- Spoken greeting — an optional line the agent says when a call starts. Keep it to one sentence.
- Usage meter — minutes used this month against your allowance.
Same brain, different mouth
Voice runs the same pipeline as text: your knowledge base, your instructions, your topic boundaries, your capabilities. It transcribes what the visitor said, runs the agent, and speaks the reply.
Two things are deliberately different:
- Replies are shorter. The agent is told to answer in one to three short sentences and never to read a URL aloud. That instruction sits after your custom instructions, so it survives them.
- Cards still work. If the agent decides to show a lead form, a scheduler or a handoff during a call, it says so out loud and the card appears in the widget. Custom buttons are the exception — they appear in the transcript but are never spoken about.
A visitor can end a call at any time and carry on typing; the transcript and any cards stay where they are.
How it is metered
Voice is billed in minutes of active speaking time — the visitor's speech plus the agent's, and nothing else. Silence, thinking time, network delay and dashboard previews do not count.
It is metered separately from your conversation pool.
A call that is already running is never cut off mid-sentence: the allowance is checked when a call starts, not while it is in progress. Growth and Scale can opt in to overage, with a budget you set, to keep voice working past the allowance.
Full counting rules and allowances are in Usage and limits.