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Voice System Configuration
This guide covers advanced configuration options for the Voice system.
Voice Provider Settings
Telnyx Configuration
Location: Settings → Voice Provider → Telnyx
- API Key: Your Telnyx API key (automatically configured if using SMS)
- Webhook URL: Automatically configured by the system
- Connection ID: Your Telnyx Voice Connection ID
- Conversational AI Profile: Automatically synced when assistant is configured
- SDK Integration: Uses the Telnyx Node.js SDK for all API operations
Call Recording Settings
Location: Settings → Voice Settings → Call Recording
Recording Options
- Enable Recording: Toggle to enable/disable call recording
- Format: MP3 (default) or WAV
- Channels: Single channel (default) or dual channel
- Play Beep: Play beep when recording starts (for legal compliance)
Recording Storage
- Provider: Recordings stored by Telnyx
- Retention: Follows Telnyx retention policy
- Access: Recordings accessible via conversation detail page
Legal Considerations
Important: Call recording may be subject to legal requirements:
- Consent: Some jurisdictions require caller consent
- Notification: Some require notification (beep) when recording starts
- Retention: Legal requirements for recording retention
- Access: Requirements for caller access to recordings
Ensure compliance with local laws before enabling recording.
Assistant Configuration
Default Voice Assistant
Location: Assistants → Select Assistant → Default Voice Assistant
- One Default: Only one assistant can be default voice assistant
- Automatic Assignment: All voice calls route to default assistant
- Override: Routing rules can override default for specific scenarios
Voice Settings
Location: Assistants → Voice Settings
- Voice Selection: Choose AI voice (Elliot, Kylie, Rohan, Lily, Savannah, etc.)
- Language: Set conversation language (29 languages supported)
- Speed: Adjust speech speed (if supported)
- Pitch: Adjust voice pitch (if supported)
Greeting Message
Location: Assistants → Configuration → Greeting
- Voice Greeting: First message when call is answered
- Tone: Set friendly, professional, or casual tone
- Length: Keep greeting concise (10-15 seconds recommended)
System Prompt
Location: Assistants → Configuration → System Prompt
- Voice-Specific Instructions: Instructions for voice conversations
- Call Handling: How to handle different call scenarios
- Tool Usage: When to use tools during calls
Routing Configuration
Voice-Specific Routing
Location: Assistants → Routing → Create Rule
Create routing rules to assign different assistants for voice calls:
- Channel: Select "voice" channel
- Conditions: Set conditions (time, caller, etc.)
- Assistant: Assign specific assistant
Routing Conditions
- Time-Based: Route based on time of day or day of week
- Caller-Based: Route based on caller phone number
- Duration-Based: Route based on call duration
- Custom: Custom conditions using metadata
Tool Configuration
Available Tools for Voice
- Calendar Booking: Schedule appointments during calls
- Product Search: Search products and provide recommendations
- Document Search: Search knowledge base documents
- Client Lookup: Look up client information (privacy-protected)
Tool Configuration
Location: Assistants → Tools
- Enable Tools: Toggle tools on/off for voice calls
- Tool Instructions: Instructions for when to use each tool
- Tool Responses: Format responses for voice (concise, natural)
Analytics Configuration
Analytics Settings
Location: Settings → Analytics
- Recording Analytics: Track recording availability
- Duration Analytics: Track call duration metrics
- Tool Analytics: Track tool execution success rates
- Sentiment Analytics: Track sentiment distribution
Analytics Retention
- Data Retention: How long analytics data is retained
- Export Options: Export analytics data
- Privacy: Analytics data privacy settings
Integration Settings
CRM Integration
Location: Settings → Integrations → CRM
- Sync Voice Calls: Toggle to sync voice conversations to CRM
- Qualified Only: Sync only qualified leads (if configured)
- Contact Matching: Automatic contact matching from voice calls
Qualification Settings
Location: Settings → Qualification
- Voice Qualification: Apply qualification criteria to voice calls
- Keywords: Keywords that indicate qualification
- Duration Threshold: Minimum call duration for qualification
- Tool Usage: Tool usage as qualification indicator
Advanced Settings
Webhook Configuration
Location: Settings → Webhooks (Admin)
- Webhook URL: System-configured webhook URL
- Webhook Secret: Webhook signature verification secret
- Event Types: Configure which events to receive
Rate Limiting
Location: Settings → Voice Settings → Rate Limiting
- Calls Per Minute: Maximum calls per minute
- Calls Per Hour: Maximum calls per hour
- Calls Per Day: Maximum calls per day
Error Handling
Location: Settings → Voice Settings → Error Handling
- Retry Logic: Automatic retry on errors
- Fallback Behavior: Behavior when assistant unavailable
- Error Notifications: Notifications for voice errors
Best Practices
- Test Configuration: Test all settings with test calls
- Monitor Analytics: Track metrics to optimize configuration
- Review Recordings: Listen to recordings to improve settings
- Update Regularly: Keep assistant prompts and settings current
- Compliance: Ensure recording settings comply with local laws
Next Steps
- Overview - Voice system overview
- Setup Guide - Initial setup
- API Reference - Voice API endpoints
- Troubleshooting - Common issues