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Get started with Voice

Are you ready for your AI Agent to start helping customers over the phone? This guide will help you get your AI Agent ready to smoothly and confidently help your customers in voice conversations.

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This feature may not be included with your organization's subscription package. For more information, see Ada's Pricing page, or contact your Ada team.

Set up a Twilio account

Voice works by integrating a Twilio account with your AI Agent. Follow the below instructions to prepare an account and phone number to use with your AI Agent.

important

Your usage of Voice is subject to both applicable privacy and phone communication laws, and Twilio's policies. These may vary based on your location and industry. If you have any questions, please contact Ada's or Twilio's support.

  1. If your organization doesn't already have one, set up an account with Twilio. For more information, see View and Create New Accounts in Twilio Console at Twilio's Help Center.

  2. Set up one or more phone numbers with Twilio, using one of the following options:

  3. Submit your organization's toll-free phone number(s) to Twilio for verification.

    • If you are using a toll-free number with your AI Agent and you want to be able to send SMS messages from it during a phone conversation, you will need to submit a Toll-Free Message Verification request to Twilio. For more information, see Toll-Free Message Verification for US/Canada at Twilio's Help Center.

    • If you are using a local number with your AI Agent and you want to be able to send SMS messages from it during a phone conversation, you will need to submit an A2P (Application to Person) 10DLC (10 digit long code) registration request to Twilio. For more information, see Programmable Messaging and A2P 10DLC at Twilio's Help Center.

After getting your phone number set up with Twilio, you can connect it with your AI Agent.

Connect your Twilio account with your Ada AI Agent

Once you have your Twilio account and phone number set up, you can put your account details into your AI Agent. In your Twilio account, you need to obtain your account string identifier (SID), and create an API key to use with Ada. Follow these steps to get them and put them into your AI Agent settings:

  1. On the Ada dashboard, go to Channels > Voice, then go to the Configuration tab. Keep this page open as you go into your Twilio account to get your account details, so you can paste them in as you find them.

  2. In your Twilio console, in your account info, find your Account SID. Your Account SID is a unique identifier that acts like a username when you're using Twilio's API. For information on how to find it, see Auth Tokens and How to Change Them at Twilio's Help Center.

  3. On the Ada dashboard, under Twilio Configuration, paste your Account SID into the Twilio Account SID field.

  4. In your Twilio console, create a new API key. Enter a name into the Friendly name field, set the Key Type to Main, and leave the other settings with their default values.

    For information on how to create an API key, see API Keys and How to Change Them at Twilio's Help Center. When you create an API key, you get both a key and a secret. You can only view the secret once for security reasons, so make sure you save it in a safe place.

  5. On the Ada dashboard, under Twilio Configuration, paste the API key into the Twilio API Key SID field, and paste the secret into the Twilio API Key Secret field.

  6. Configure your AI Agent to use a phone number, or configure a SIP address to handle transfers between your AI Agent and your CCaaS provider. Your AI Agent can only use one or the other. Click a section to expand the full instructions.

    For more information on how you can configure transfers either using the phone network or over the internet, see Integrate your voice AI Agent with your Contact Center as a Service (CCaaS) provider.

    Configure a phone number with your AI Agent
    1. Select Phone Number.

    2. Under Default phone number, enter your Twilio phone number. This is the phone number your customers will call to interact with your AI Agent.

    3. If required, you can add additional numbers if you want to use them to serve different audiences (e.g,. callers who want to speak in specific languages, or if your AI Agent serves multiple brands). To do this, click Add another phone number, add the number, and select a default language for it.

    4. Under Fallback phone number, enter a fallback number. In case there are issues with your AI Agent's phone number, your AI Agent can redirect callers to a fallback phone number; for example, a number that goes directly to human support.

    5. If required, you can select Use a different phone number for SMS and enter a different phone number to send and receive SMS messages instead of your main phone number.

    Configure a SIP address with your AI Agent
    1. Select SIP Address.

    2. Under Twilio SIP domain name, enter a name for your SIP domain, ending with .sip.twilio.com.

      If the domain doesn't already exist in Twilio, putting it in Ada will automatically create it, but you'll still have to go into Twilio and configure it.

    3. If required, you can add additional SIP addresses if you want to use them to serve different audiences (e.g,. callers who want to speak in specific languages, or if your AI Agent serves multiple brands). To do this, click Add another SIP address, add the address, and select a default language for it.

    4. Under Fallback SIP address, enter a fallback SIP address. In case there are issues with your main SIP domain, your AI Agent can redirect callers to this address, which should then direct to your Interactive Voice Response (IVR) provider.

    5. Under SMS phone number, enter your Twilio phone number, so your AI Agent can use it to send and receive SMS messages, and so you can use it when you're testing your AI Agent.

  7. Click Save. Your AI Agent can now handle phone calls.

You can configure additional settings to fine-tune your AI Agent's behavior during phone calls, but we'll cover those and what they mean in later topics.

Enable Voice in multiple languages

You can enable different languages for customers to speak with your AI Agent with over the phone. For more information on enabling languages, see Support multiple languages in the same AI Agent.

The following languages are available for voice:

  • English
  • French
  • German
  • Italian
  • Spanish
  • Swedish
  • Dutch

If you enable any of the above languages in your AI Agent, that language will be available in both messaging and voice - you can't have any of these languages only enabled for one or the other.

Choose regional dialects for your languages

Some of the languages available in Voice also have support for different regional dialects of those languages:

  • English

    • Australia
    • Canada
    • United Kingdom
    • United States
  • French

    • Canada
    • France
  • Spanish

    • Spain
    • United States

For each of the above languages, you can choose one dialect to use in your AI Agent, which affects two things:

  • Speech transcription models

    Your AI Agent uses a speech transcription model to transcribe what callers say and convert it to text. Ada can use transcription models that are specifically trained using speaking data using a particular dialect to improve transcription accuracy.

  • Speaking voices

    When you choose a dialect for your AI Agent, your AI Agent will automatically use the default speaking voice for that language and dialect. You can always go into your settings and choose a different voice for that dialect instead.

Here's how you can change the dialects available for your AI Agent:

  1. On the Ada dashboard, go to Channels > Voice, then go to the Dialects tab.

  2. For each language that has dialects available, in the Dialect/region list, select an available dialect.

  3. Click Save. Your AI Agent immediately starts using the dialects you chose for all conversations in the corresponding languages, for both internal testing and for any live voice content in your AI Agent.

Understand how your AI Agent determines the caller's language

Your AI Agent determines the language to use with your caller based on the language metavariable. There are a few ways you can set the caller's language:

  • Set a default language for the phone number or SIP address

    When you were setting up your Twilio account with your AI Agent, you might have set a default language for one or more phone numbers or SIP addresses. If you did, all phone numbers to that number or SIP address start with the language metavariable set to that language.

  • Use the End Users API

    You can use the End Users API to update a user's profile to set the language metavariable.

  • Send language information in the SIP header

    If you're using SIP transfers to transfer callers to a Contact Center as a Service (CCaaS), you can include the language value in the user-to-user header.

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    If you set a default language for that SIP address, the language in the header overwrites the default language.

Choose a speaking voice for your AI Agent

Choosing a speaking voice for your AI Agent is an important part of your AI Agent's branding. You can change your AI Agent's voice at any time to better fit your AI Agent's branding needs.

You can choose voices from two providers:

  • Google: Currently, we only offer Google voices that have US accents. If you want more information about the voices Google offers, see Supported voices and languages page at Google Cloud's documentation.

  • OpenAI: We offer all of the voices OpenAI offers. For information about these voices, see Text to speech at OpenAI's documentation.

  • ElevenLabs: We offer a selection of voices from ElevenLabs, all of which appear with human names in your dashboard.

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While Google voices support SSML, which is the markup you can use to control how your AI Agent pronounces content in voice conversations, OpenAI and ElevenLabs voices don't.

Each voice you can choose lists the provider as part of the voice's name. Keep these differences in functionality in mind as you select the one your AI Agent uses.

  1. On the Ada dashboard, go to Channels > Voice, then go to the Speaking voice tab.

  2. Under Speaking Voice, select a voice. Each time you select a different voice, your AI Agent automatically generates a preview of the text in the speech bubble so you can hear what it would sound like over the phone.

  3. Optionally, in the text field, you can type in a text sample, like a message from your AI Agent, so you can hear your AI Agent read out a specific piece of your AI Agent content. Then, you can click the Play button to play the sample.

  4. If you have multiple languages enabled in your AI Agent, assign voices and dialects for them to speak in as well.

  5. Click Save. your AI Agent immediately starts using the voice you selected for both internal testing and for any live voice content in your AI Agent.

Configure how long a caller can be silent before your AI Agent hangs up

You can choose how much time your AI Agent will wait for a caller to speak before it assumes the caller is gone and ends the call.

  1. On the Ada dashboard, go to Channels > Voice, then go to the Configuration tab.

  2. Under Maximum caller silence (seconds), enter the number of seconds you want your AI Agent to wait before hanging up.

  3. Click Save.

Help your voice AI Agent understand special terms

Does your company use special terms like product or feature names, or acronyms that might be hard for your AI Agent to understand? Does your industry have specialized vocabulary your callers are likely to refer to? You can improve your AI Agent's chances of recognizing those terms by adding them into your AI Agent's vocabulary. That way, when a caller refers to them, your AI Agent can reply with accurate information, and provide accurate transcripts of the calls for your analysis.

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This feature is currently only supported in English. If you have additional languages enabled in your AI Agent, adding special terms won't affect how your AI Agent interprets those terms in those languages.

  1. On the Ada dashboard, go to Channels > Voice, then go to the Vocabulary tab.

  2. Add, remove, or dig deeper into the terms in your list as required:

    • To add a new term, click New Term. A new row in your vocabulary table appears. Type in a term, then click Add term.

    • To delete an existing term, hover over its row and click the Delete button that appears.

    • To view all the conversations where callers used a term, beside that term, click View conversations.


Have any questions? Contact your Ada team—or email us at .