Agent name, voice and languages

What a new campaign starts with

A new campaign has one profile: English (US), named Natalee, on the default voice, Jessica, a bright and warm female voice. You change it under AI agent > Configuration in the campaign's setup.

Agent name

The agent gives this name when it introduces itself on calls and in the texts and emails it writes. It can be up to 60 characters. When the Email channel's Sender name is empty, the From name on emails is the agent's name at your brand, such as “Natalee at Your Store”.

If your brand name is hard to say, add how it is pronounced to the brand profile. The agent reads it before every call.

Voice

Voice sets how the agent sounds on calls. English profiles start with Recommended for phone calls: eleven American voices, seven female and four male, that sound natural in sales and support calls. Press Play on any of them to hear the same call opening, then pick one. All voices lists those and the voice provider's other voices. Hear the voice plays a sample of the selected voice. Each language profile can have its own voice.

Every voice speaks through ElevenLabs' Eleven v4 Turbo model, its most expressive model fast enough for live calls. It adjusts tone and timing to the conversation, so the agent sounds calmer when a shopper is worried and warmer when they are pleased. On a phone line, every voice loses some of the detail you hear in the samples, because phone audio carries a narrower range of sound.

Add a language

Press Add language and pick from the list: English (US), English (UK), Spanish, Spanish (Mexico), French, French (Canada), German, Italian, Dutch, Portuguese, Portuguese (Brazil), Lithuanian or Polish. A campaign can hold up to eight. The new profile copies the default profile's name and starts on the default voice.

Every profile except the default has Make default and Remove language buttons.

Which profile a shopper gets

ACR goes by the language stored on the lead. It comes from the Shopify checkout's locale or the language field of a Custom API event. The phone number and country play no part. ACR tries these in order:

1. An exact match: a lead in es-MX gets the Spanish (Mexico) profile.
2. The same base language: a lead in es-AR gets a Spanish profile if the campaign has one.
3. The default profile, for everyone else, including leads with no language.

A call uses one profile from start to finish. Texts and emails the agent writes itself follow the shopper's language. Messages you fixed yourself go out as you wrote them.

The greeting does not change with the language; the standard voicemail does. See Agent settings.