Settings
Tweak your Operator’s technical knobs.
Identity
The Identity settings decide your Operator’s appearance and persona when talking to customers.
Name
Your Operator will refer to themselves by this name when talking to customers. To avoid cognitive dissonance, harmonize the choice of name with the voice.
Description
Your Operator’s description is an in-app label to make it easier to to recognize different Operators within your organization. This description does not affect your Operator’s performance in customer conversations.
Timezone
Your Operator will behave as if they are operating out of this timezone and reference timestamps from this timezone. Handoffs and other configuration will be presented as relative to this timezone.
If your Operator’s timezone is not set, it will default to UTC.
Speech
The Speech settings modify the audio output that customers hear when on the phone with your Operator.
Voice
We provide multiple voices that vary in gender, accent, intonation, and expressiveness. We recommend selecting a voice that you think will be the most familiar and comfortable to your customer base.
Ambient noise
To add realism, your Operator can introduce background noise that mimics a call center. This increases the naturalness of the call and can make customers more comfortable with talking to your Operator.
Policies
The Policy settings allow you to comply with regulations with a single click.
Do Not Call & TCPA compliance
When enabled, your Operator will comply with TCPA regulations and respect the Do Not Call list. This setting only affects outbound calls; inbound calls are unaffected by this setting.
Redact sensitive data
When enabled, your Operator will auto-redact customer data in the transcripts and recordings. This will decrease the performance of conversation post-processing and make conversations more difficult to review, so we do not recommend enabling this unless you are required to.
Zero data retention
When enabled, all conversations will be erased from the database 24 hours after the call completes. This makes monitoring and testing your Operator much more difficult. We do not recommend enabling this unless you are required to.