Set up the voice channel

Summary

You set up the voice channel on the Voice tab of the Entry-points screen in the KonversAI console. The screen carries the heading Customer entry points. On the Voice tab you name the configuration, read the phone number callers ring, pick the voice and the persona, set the call limits, switch call recording on or off, and attach knowledge base files. A KonversAI operator provisions the phone number and the voice assistant for you. You cannot buy a number in the console.

Who can do this

A Tenant Admin. On the Voice tab of the Entry-points screen in the KonversAI console, a Tenant Admin can edit and save every field. A team member without tenant settings access does not see Settings in the left sidebar at all. Three actions are Tenant Admin only, even for a team member who can open the screen: KonversAI answers Only admins can refresh from the voice provider., Only admins can upload knowledge-base files. and Only admins can remove knowledge-base files. to anyone else.

Before you start

Make sure your tenant has the voice feature. Voice is a per-tenant feature flag. The Voice tab still appears on the Entry-points screen in the KonversAI console when the feature is off, but the tab then holds only the heading Voice engagement configs and the line Voice is under active development and will be available soon. The item Conversations > Review calls is also missing from the left sidebar. Contact KonversAI support to switch the feature on.

Ask KonversAI support to provision your voice entry point. A KonversAI operator buys the phone number, creates the voice assistant, and writes both onto your configuration. You cannot do this on the screen.

Know that two parts of the form appear late. The Voice & persona, Call behavior and Recording & compliance sections appear as soon as you select a voice provider in Provider. The Knowledge base files section and the Refresh from provider button appear only after a KonversAI operator provisions the voice assistant.

Decide your legal basis before you switch call recording on. The Recording & compliance section states: Recording may require informing the caller and obtaining their consent, or another legal basis under GDPR and local law. Make sure you have one before enabling this.

Steps

1. Select Settings in the left sidebar of the KonversAI console, then select Entry-points. The screen opens with the heading Customer entry points.
2. Select the Voice tab. Your configuration opens as a card. A tenant with no configuration sees No voice engagement configs yet and the line Add a voice entry point to start routing inbound calls through Konvers.AI. Select + to add one. + opens a window with the same form and fewer controls. The window holds Create config in place of Save, and Cancel beside it. KonversAI shows Config created. when it saves the new configuration. The window has no Public phone number callout, no Delete button, no Knowledge base files section and no Refresh from provider button. Delete appears on the card as soon as the configuration exists. The other three appear after a KonversAI operator writes the number and the voice assistant onto the configuration.
3. Type a name in Config name. The name is required, and it holds a maximum of 255 characters. The help text says: Internal label to keep voice entry points apart. Not visible to end-users and not part of any conversation. KonversAI shows Config name is required. for an empty name.
4. Read Public phone number. This callout appears only after a number sits on the configuration, and the window that + opens never shows it. Select Copy to copy the number to your clipboard. The button changes to Copied for a moment. Share this number with callers: they reach the voice agent by dialing it.
5. Leave Number (E.164 format) as the KonversAI operator set it. This field records the number that the KonversAI platform owns. Typing a different number here does not buy a number and does not move your calls to a new one. KonversAI shows Dialed number must be in E.164 form (e.g. ‘+4721999999’). for text in the wrong shape, and A voice engagement config with this dialed number already exists for this tenant. when another configuration in your tenant already holds the number.
6. Type the language tag in Locale. The field takes a BCP-47 tag, such as nb-NO for Norwegian Bokmål, and holds a maximum of 10 characters. KonversAI shows Locale must look like a BCP-47 tag (e.g. ‘nb-NO’, ‘en-GB’, ‘sv-SE’). for text in the wrong shape.
7. Select the provider in Provider. Select your voice provider to switch voice on for this configuration. Select None — voice off to switch it off. The help text says: The voice provider this config delivers through. Selecting None turns voice off for this config; selecting a provider enables it and opens that provider’s specific settings below.
8. Open Voice & persona. Pick the spoken voice in Voice. The list holds the ten KonversAI voices: Elliot, Rohan, Hana, Neha, Cole, Harry, Paige, Spencer, Lily and Savannah. Type the greeting in First message. KonversAI speaks it as soon as the call connects, and the field holds a maximum of 1000 characters. Leave First message empty to let the agent open on its own. Type the tone in Persona. That field holds a maximum of 2000 characters, and it changes tone and personality only, not what the agent may do.
9. Open Call behavior. Pick who speaks first in Conversation start. The three choices are Assistant speaks first, Assistant speaks first (model-generated greeting) and Wait for the caller to speak first. Type the call limit in Max call duration (seconds). The value must be between 60 and 3600 seconds, and the call ends by itself at the limit. KonversAI shows Max call duration must be between 60 and 3600 seconds. for a value outside that range. Pick the ambience in Background sound: off or office. Check Detect voicemail / answering machines to let the agent recognize an answering machine instead of a person.
10. Open Recording & compliance. Check Record calls to record every call on this configuration. The screen states: Recording may require informing the caller and obtaining their consent, or another legal basis under GDPR and local law. Make sure you have one before enabling this. Clear the checkbox to stop recording.
11. Open Knowledge base files. This section appears only after a KonversAI operator provisions the voice assistant, and the window that + opens never shows it. Select the file control and pick a document (PDF, text, CSV and similar). Each file holds a maximum of 25 MB, and KonversAI answers File is too large (max 25 MB). for a bigger one. The list shows No files attached yet. when the assistant has no files. Select Remove beside a file to detach and delete it.
12. Select Save. KonversAI shows Settings saved. on success. In the window that + opens, the button reads Create config and the message reads Config created. Select Cancel in that window to close it and save nothing. KonversAI pushes the settings to the live voice agent after the save, so a new caller hears the change.
13. Select Refresh from provider to pull the assistant’s current settings into the form. This button appears only after a KonversAI operator provisions the voice assistant, and the window that + opens never shows it. KonversAI shows Pulled latest settings from provider. on success. Use this when somebody changed the assistant outside the console. Selecting Refresh from provider replaces the values in the form, so save your own edits first.

FAQ

How do I get a phone number for the voice assistant?

Ask KonversAI support. A KonversAI operator buys the number, creates the voice assistant, links the two, and writes both onto your voice configuration. The Voice tab of the Entry-points screen in the KonversAI console has no button that buys a number. The Number (E.164 format) field on that tab only records the number the KonversAI platform already owns. Typing a different number into it does not buy a number and does not move your calls. After the operator finishes, the number appears in the Public phone number callout with a Copy button, and you share it with callers.

The Voice tab says the channel is under active development. What does that mean?

Your tenant does not have the voice feature. Voice is a per-tenant feature flag. When the flag is off, the Voice tab of the Entry-points screen in the KonversAI console shows the heading Voice engagement configs and the line Voice is under active development and will be available soon. The item Conversations > Review calls is missing from the left sidebar for the same reason. Contact KonversAI support and ask them to switch the voice feature on for your tenant.

Which voices can I choose for the assistant?

Open the Voice tab of the Entry-points screen in the KonversAI console and open Voice & persona. The Voice list holds ten voices: Elliot, Rohan, Hana, Neha, Cole, Harry, Paige, Spencer, Lily and Savannah. The help text says: The synthesized voice the agent speaks with on calls. All ten are English voices. The Locale field on the same tab drives speech recognition, so a Norwegian tenant sets Locale to nb-NO and still picks one of these voices. Select Save after you change the voice.

Do I have to tell callers that KonversAI records the call?

Read the text beside the setting and take your own legal advice. The Recording & compliance section on the Voice tab of the Entry-points screen in the KonversAI console states: Recording may require informing the caller and obtaining their consent, or another legal basis under GDPR and local law. Make sure you have one before enabling this. KonversAI does not add a spoken recording notice for you. Add the notice to First message under Voice & persona when you need callers to hear one. Clear the Record calls checkbox and select Save to stop recording.

What is the difference between First message and Persona?

Both fields sit under Voice & persona on the Voice tab of the Entry-points screen in the KonversAI console. First message is the exact greeting KonversAI speaks when the call connects, and it holds a maximum of 1000 characters. Persona is not spoken. It changes tone and personality only, and it holds a maximum of 2000 characters. The help text under Persona says: Layered on top of the agent’s fixed behavior — use it for tone and personality only, not to change what the agent is allowed to do. Leave First message empty to let the agent open the call on its own.

KonversAI says the settings did not reach the live voice agent. What do I do?

KonversAI shows Settings saved, but applying them to the live voice agent failed: on the Voice tab of the Entry-points screen in the console. The reason from the voice provider follows the colon, and the message ends with Click Save to retry. Your edits are saved. Only the push to the live voice agent failed, so callers still hear the old settings. Select Save again to retry the push. KonversAI shows Settings saved. when the push succeeds. When Save keeps failing, contact KonversAI support with the name in Config name and the reason after the colon.

How do I switch voice off without deleting the configuration?

Open the Voice tab of the Entry-points screen in the KonversAI console. Select None — voice off in Provider, then select Save. KonversAI disables the configuration and hides the Voice & persona, Call behavior and Recording & compliance sections. Your name, number and locale stay as they are, so you switch voice back on by selecting your voice provider in Provider and saving again. Use Delete only when you want the configuration gone. The Delete button sits on the card of a saved configuration. The window that + opens holds Cancel in its place. KonversAI answers Cannot delete a config that has bound conversations. when calls already point at it.

Where do I read the calls the assistant answered?

Select Conversations in the left sidebar of the KonversAI console, then select Review calls. That screen holds every completed voice call, with the transcript, the recording and the review status. The Review calls item appears only when your tenant has the voice feature switched on. The setup itself stays on the Voice tab of the Entry-points screen under Settings. See Review a call.

Can the voice assistant answer from my knowledge base?

Yes, from files you attach to the voice assistant. Open the Voice tab of the Entry-points screen in the KonversAI console and open Knowledge base files. The help text says: Upload documents (PDF, text, CSV, …) the assistant can search to answer callers. Files are stored with the voice provider and attached to this assistant. Max 25 MB per file. This list is separate from the documents under Knowledge in the left sidebar. Only a Tenant Admin can upload or remove a file: KonversAI answers Only admins can upload knowledge-base files. and Only admins can remove knowledge-base files. to anyone else.