Overview
Global settings define the default Voice Agent configuration for all tenant accounts. To access Global settings, open Voice Agent settings and select Global in the top-right corner.
Configure the following settings
Persona: Define the agent's name and your business names.
Transcript: Set opening and closing messages, and dispatch fee messaging.
Skills and Capabilities: Control which scheduling actions the agent can perform.
Who uses this feature
Administrators and managers
Applies to all business types
Applies to all trades
Feature configuration
Contact Center Pro is currently in Early Access and available for specific accounts. It is subject to change. If you want to enable this feature for your account, book a demo here.
Contact Center Pro requires an Enterprise Hub network. Contact your Customer Success Manager (CSM) or Pro Account Manager (PAM) to request a network.
The Edit Voice Agent Settings permission is required to use this feature. Please contact the account administrator on your team. For more, see Manage Contact Center Pro permissions.
Things to know
Notifying customers that they are speaking with an AI is a legal requirement in some locations. Please ensure you are complying with the laws in your area.
Voice Agent settings are organized into two views: Global and Account Level. Global settings act as the default for all tenant accounts. Account Level settings let you customize the Voice Agent for a specific tenant.
After you customize any of your tenant account VA settings, they are considered custom, and the default settings no longer apply. Custom settings override default settings, even if the default settings are later modified.
Voice Agent calls are billed according to your contract, with charges applying after the Voice Agent connects to a call—regardless of the outcome.
Persona
In the Voice Agent settings, click Edit next to Persona.
In the Customer Facing Names section, enter the following:
Voice Agent Name: Enter the name the voice agent should use to introduce itself to callers.
Customer-Facing Business Name: Enter the business name you would like your voice agent to provide to customers.
You can then incorporate these names into your Opening or Closing Messages using bracketed shortcut terms.When finished, click Save.
Transcript
Opening and Closing Messages
In the Voice Agent settings, click Edit next to Transcript.
In the Opening and Closing Messages section, update the following fields:
Opening: The message the Voice Agent uses to greet callers.
Closing: The message the Voice Agent uses to end the call.
Tip: Use brackets to insert dynamic variables: [Account Name], [Voice Agent Name], or [Customer-Facing Business Name].
A live preview appears to the right of each field, showing how the message will sound with your account's details filled in.
Note: The default scripts are provided as examples only. You are responsible for complying with all applicable laws in the jurisdictions where you operate, including recording laws and requirements to disclose that calls are conducted by an AI-powered voice agent.
When finished, click Save.
Dispatch Fee Message
Under Dispatch Fee Message, configure what the VA should say based on the scenario:
No specified dispatch fee: Mentions a fee may apply without stating an amount.
Free service: States that the job has no dispatch fee.
Specific amount: States the fee amount set up in Job Types and Fees.
When finished, click Save.
For more, see Manage Job Types and Dispatch Fees for Voice Agent calls.
Skills and Capabilities
Click Edit next to Skills and Capabilities.
Configure the following:
Book jobs directly: Enable the Voice Agent to schedule jobs without generating a follow-up message for a live agent.
Confirm and reschedule appointments: Enable the Voice Agent to confirm existing appointments and reschedule them when needed.
When finished, click Save.
For more, see Manage Job Types and Dispatch Fees for Voice Agent calls.