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Manage voices at Voices in the Command Center. There are three places to look: Explore, a catalog of ready-made voices you can filter and preview; My voices, the voices your organization has cloned; and Defaults, a short list of presets tuned for common intake moods.

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Choosing a catalog voice

The Explore tab lists each catalog voice with a short description, its language, accent, and style, along with a Preview button that plays a real sample. Filter by style (conversational, professional), accent, or language to narrow the list. The Defaults tab has three starting points: a structured, concise voice for straightforward intake, a softer-paced voice for distressed or uncertain callers, and a more formal, direct voice for high-value or high-complexity calls.

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Cloning your own voice

On My voices, select Create voice (or Upload sample) to clone a voice from an audio sample.
1

Name the voice

Give it a name your team will recognize, such as an attorney’s name.
2

Upload a sample

Upload a WAV or MP3 file. A clean clip of a few seconds up to a few minutes works; longer recordings are automatically trimmed to a short opening clip before cloning.
3

Pick the source channel

If the recording has two people on it, for example a recorded call, choose which channel to use: the whole mix, or the left or right channel alone.
4

Detect speakers (optional)

For a two-person recording, use Detect speakers to split it and preview each one, then select the speaker you want to clone instead of the whole clip.
5

Upload & clone

Submit the sample. The voice appears in My voices with a status while it processes.
Each cloned voice shows a status, Processing, Ready, Couldn’t build, or Removed, and once ready, a quality badge (Excellent, Good, or Low) so you can judge whether it’s usable before assigning it to an agent. Preview plays a real synthesized sample of that voice, not a generic system voice, so what you hear is what callers will hear.

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Matching the agent’s name to its voice

An agent’s name (what it calls itself on a call, set in the agent editor) and its voice are configured separately, so it’s worth checking that the two sound like the same person. A name that reads as male paired with a voice that reads as female, or the reverse, can read as inconsistent to a caller. Pick the name and voice together when you set up an agent, and revisit the pairing if you change one without the other.