The Assistant

The Assistant is where you shape who your voice agent is and how it talks — its persona, voice, greeting, and the instructions that keep it on-script.

Persona

• Agent name — what the agent calls itself when it introduces itself on a call.
• Business name, industry, role — grounds the agent in your business context.
• Primary goal — the one thing this agent is for (answering questions, booking appointments, qualifying a lead).
• Tone — how it should sound (warm and casual, brisk and professional, and so on).

Engine and voice

Pick an engine — Google Gemini, OpenAI Realtime, or xAI Grok, depending on what's enabled for your tenant — then choose a voice. Each engine offers a different set of voices; switching engines resets the voice selection, so pick your engine first. A voice sample player lets you preview most voices before committing (a couple of Gemini voices don't have a preview sample, but still work).

Language

Voice agents speak English only at this stage. What you can choose is the variant:

• English (Australia)
• English (UK)
• English (US)
• English — no regional steer

The variant nudges the agent's accent and spelling; it doesn't change what the agent can do. Other languages aren't available yet — if you need one, talk to us rather than building a flow around it.

Greeting

• Message — what the agent opens with.
• Time-of-day greeting — automatically vary "good morning" / "good afternoon" / "good evening".
• Keep things fresh (adaptive) — instead of speaking the greeting verbatim every time, the agent treats it as inspiration and varies the wording call to call, while still including anything you've marked as must-say (like a required disclosure).

Operating instructions

• Business context — background information the agent should know (up to 800 characters).
• Operating instructions — specific behavioural rules (up to 1,000 characters) — what to always do, always avoid, or how to handle a particular situation.
• Off-script policy — what the agent should do if a caller asks something outside its brief.
• Allowed topics / Escalation topics — up to 10 short entries each, defining what the agent should discuss freely versus hand off to a person.

Keep instructions specific and short rather than one long paragraph — the total rendered instruction block is capped at 2,200 characters, and clear, itemised rules work better than dense prose anyway.

Conversation style

• Barge-in — whether a caller can interrupt the agent mid-sentence (the normal setting), whether the agent finishes its sentence first, or whether interruption is disabled entirely.
• Voice speed — adjustable on OpenAI and Grok agents (0.8×–1.4×); Gemini agents always run at normal speed.

Everyday tasks

• Make the agent sound like your brand → set Tone, and write Business context in your own voice.
• Stop the agent from wandering off-topic → set Allowed topics and an Off-script policy.
• Avoid a robotic, identical greeting on every call → turn on the adaptive Keep things fresh greeting.
• Give it real facts to answer from → head to Knowledge — the Assistant shapes how it talks, Knowledge shapes what it knows.