Your agent's profile controls what callers hear first: who's answering, what they sound like, and what they say to greet the caller. You'll find these settings under Optimize → Agent Profile.

This article covers the settings on the Agent Profile page only. For Lead Intake, Customer Service, the Knowledge Base, and FAQs — the things your agent does during a call rather than at the start — see the other articles in Configuring Your Agent.

Persona (voice and name)

Pick from a curated list of voices. Each voice comes with a built-in persona name, which becomes your agent's name in the welcome message and during the call — so choosing a voice picks both the sound and the name together.

To hear how a voice sounds with your own welcome greeting, click Preview in the panel next to the settings. The preview reads your current greeting in the selected voice.

Welcome greeting

The greeting is the first thing your agent says when a call connects. There are two modes:

Standard — use the default message: "Hi! Thanks for calling [Your Company]. My name is [Agent Name], a digital assistant here. How can I help you today?" No editing required.
Custom — write your own greeting. The character counter on the editor shows how much you've used against the limit.

In Custom mode, the Insert Tag button lets you drop in two template tags:

[[COMPANY_NAME]] — replaced with your company name
[[AGENT_NAME]] — replaced with the persona name from your selected voice

Tags appear highlighted in blue in the editor and resolve live in the preview panel. The character counter shows the resolved length, not the literal text.

If you switch back from Custom to Standard after editing, you'll be asked to confirm — your custom text won't be kept after the switch.

Personality

Pick one of five personality options that shape your agent's tone:

Friendly — warm and approachable
Professional — polished and courteous
Efficient — direct and no-nonsense
Empathetic — patient and understanding
Upbeat — energetic and positive

Choose the one that fits how your team would handle the same call. The default is Friendly.

Language

Your agent speaks English (United States) and this setting isn't user-editable. Other languages aren't supported yet.

Maximum call duration

The slider sets how long a single call can run before your agent ends it automatically. The range is 2 to 20 minutes, in 1-minute steps.

A few things to know:

On the Free plan, before you've purchased any credits, calls are capped at 10 minutes regardless of what you set on the slider. If you try to save a higher value, you'll get an error pointing you to buying credits or upgrading.
After your first credit purchase, or on any paid plan, the full 2–20 minute range is available.
The default is 10 minutes, which fits most businesses.

This cap is per-call, not a daily limit.