Concepts
Voice & behavior
The difference between how the agent sounds and how it acts.
Two settings shape the agent's personality. They're deliberately separate: voice is personal to you, behavior is shared across your org.
Voice — how it sounds
Your voice is free-text you write that's injected into every reply sent from your number. It's where you capture tone and phrasing — formal or warm, the way you greet people, phrases you always use or always avoid. Each teammate sets their own, so the agent sounds like whoever owns the conversation. Edit it under Settings → Voice.
Behavior — how it acts
Behavior settings are org-wide rules that govern what the agent does, not how it phrases things:
- Greeting — the opener for a new lead.
- Business hours — when your team is around, so the agent sets honest expectations off-hours.
- Handoff policy — how eagerly it escalates to a human.
- Escalation routing — where handoff alerts go (e.g. Slack).
- Follow-ups — whether and when it nudges a quiet lead.
Edit these under Settings → Behavior.
Which do I change?
- Want the agent to sound different? That's voice.
- Want it to do something different — escalate sooner, greet differently, follow up? That's behavior.