> For the complete documentation index, see [llms.txt](https://alhena.gitbook.io/docs/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://alhena.gitbook.io/docs/features/voice-ai.md).

# Voice AI

{% hint style="info" %}
See voice AI in action on our [demo site](https://alhenademo.com/).
{% endhint %}

Alhena **Voice AI** adds a natural, voice-powered layer to your customer experience. Customers can speak in your chat widget or call your phone/SIP line, and your Alhena agent responds with a configurable voice, personality, and set of guidelines.

***

### Accessing Voice AI Settings

You can find Voice AI under the **Integrations** page:\
**Integrations → Website & User-facing → Voice AI**

From there, click **Configure settings** to open the full Voice AI setup.

***

### 1) Enable Voice in the Chat Widget

1. Go to **Integrations → Voice AI Settings**.
2. Toggle **Allow users to use Voice AI in chat widget** to make voice available to your live visitors.
3. To try the agent before going live, enable **Enable voice AI in playground**, then click **Open Playground** to test it in your browser. (The **Open Playground** button stays disabled until the playground toggle is on.)

***

### 2) Configure the Voice

#### Voice & Speed

* **Select a voice** from the dropdown.\
  \&#xNAN;*Tip: open the dropdown to see additional voices and use **Preview** to listen before selecting.*
* **Speaking speed**: *Default (recommended)*, *Slower*, or *Faster*.

#### Language & Accent

* **Default Language**: the language your voice agent speaks in. Choose from the list of supported languages (defaults to **English**).
* **Accent**: when regional accents are available for the selected language, pick one here. This option only appears for languages that offer accents, and is hidden for premium voices that carry their own built-in accent.

#### First Message

* Customize the greeting the caller/hearer receives, e.g.,\
  `Hello, how can I help you today?`

***

### 3) Personality & Tone (Voice-Specific)

When you first enable Voice AI, **Personality** fields are **imported from your existing AI settings**. After that, the **Voice AI personality becomes independent** from the AI personality used in web, email, or other text channels.

* **Name** (how the agent introduces itself)
* **Identity** (short role description)
* **Tone** (style guidelines such as “accurate, professional, and helpful”)

> Changes here affect **Voice** only.

***

### 4) Answering Guidelines (Voice-Specific)

Create Voice-only instructions the agent should follow while speaking.

Examples:

* “Give a concise answer first; offer details if asked.”
* “Confirm order number before sharing any order information.”

> These do **not** change guidelines for web, email, or other text channels.

***

### 5) Human Transfer Guidelines

Define when to hand callers to a person. This section is available if:

* you’ve connected a **helpdesk**, **or**
* you’ve connected a **phone number** and provided a **handoff number**.

Examples:

* “If caller says ‘representative’ or ‘agent,’ transfer.”
* “Escalate billing disputes or identity-verification failures.”

***

### 6) Connect a Phone Number (Optional)

**Integrations → Voice AI Settings → Connect Phone Number**

1. Choose **Country** and **Area Code**.
2. Select an available number and assign it to your Voice AI agent.

You can also enable **Phone Handoff** and set the **handoff number**. Handoffs follow your configured **human handoff hours**.

***

### 7) SIP Line Integration (External Routing)

Alhena **provides you a SIP domain** for inbound routing.\
You **configure that SIP domain on your telephony/SIP provider** (e.g., Twilio Elastic SIP Trunking) to point calls into Alhena.

➡ For step-by-step provider setup, see [SIP Domain Setup](/docs/features/voice-ai/sip-setup.md)

***

### FAQ & Tips

* **Can I change voices later?** Yes—open the dropdown, preview, and save.
* **Does changing Voice AI personality affect chat/email replies?** No. Voice AI personality and Answering Guidelines are **separate** from text channels.
* **Why don’t I see Human Transfer Guidelines?** Ensure a helpdesk is connected or that you’ve connected a phone number and entered a handoff number.


---

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