Voice AI
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
Go to Integrations → Voice AI Settings.
Toggle Allow users to use Voice AI in chat widget.
Click Test Voice AI to hear the agent in your browser.
2) Configure the Voice
Voice & Speed
Select a voice from the dropdown. Tip: open the dropdown to see additional voices and use Preview to listen before selecting.
Speaking speed: Default (recommended), Slower, or Faster.
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
Choose Country and Area Code.
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 Setting Up Incoming Calls with a SIP Domain
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.
Last updated