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 Agent → Agent Profile.
This article covers the settings on the Agent Profile page only. For Lead Intake, returning callers, 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 on a recorded line. 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.
Your greeting must mention that the call is recorded
Every call your agent answers is recorded, and the greeting is where callers are told. Your greeting has to contain the word recorded or recording — if it doesn't, saving is blocked and you'll see "Please update your greeting to tell callers that the call is recorded."
The Standard greeting already includes it ("on a recorded line"), so switching back to Standard is always a quick way out. In Custom mode, just make sure your own wording says the call is recorded.
If you're already at the character limit, you'll need to shorten something before you can add the wording.
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 always speaks English (United States). Spanish (Latin America) is optional, and you pick between two settings:
English only — the default.
English + Spanish — your agent answers callers in either language.
Adding Spanish does two things. Your agent handles Spanish-speaking callers, and one line is added to the end of your welcome greeting — "También puedo ayudarle en español." — so callers know they can switch. The preview panel shows and speaks that line too, so you can hear what your callers will hear.
Your agent runs English plus at most one other language, so the two settings are a choice between them rather than a list you add to. If support has set up a different second language for you, this setting shows that language and can't be changed here — contact support to change or remove it.
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 Limited, 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.
Saving changes
Click Save at the bottom when you're done. Your changes go live within a few minutes of your last save — calls answered in the meantime use your previous settings.