Customize and test a Conversation Agent: voice, instructions, test lab

What it is and what it is for

Voice, greeting, behavior, languages and knowledge all live in one place: the Conversation Agent. Try it under “Test agent” before real callers hear it. Important: phone mode there is only a simulation, not a real call.

How it works

1. Open Conversation AI → Conversation Agents and click the agent's name.
2. On the Agent tab, under Initial language & voice, choose the voice. Use Preview voice to listen to it.
3. On the same tab, fill in What does the agent say first? and How should the agent behave? (role, tone, call flow, limits).
4. On the Allowed languages tab, allow more languages and pick a voice for each.
5. On the Knowledge tab, choose the knowledge bases and click Save.
6. Open Conversation AI → Test agent. Choose the agent and the channel Text, Phone or Website chat. Ask your question.

Good to know

• Facts such as address or opening hours belong in the Knowledge Base AI, prices in the price list.
• Website chat mode uses knowledge bases only, no workspace documents.
• Debug mode shows thinking steps and tool calls.
• Call flows, voices and “My Extension” are no longer separate pages; old links open Conversation Agents. Audio assets (fixed announcements) are not offered.
• The Default internal line (star) has no phone number of its own. Employees get phone access (mobile number and PIN) in Users Management on the Access tab, with their own permissions.