# Voice Bot

### What is Voice Bot?

The **Voice Bot** in BotPenguin enables seamless, two-way **voice-based communication** between customers and bots. It allows users to interact over calls or smart devices, combining natural conversation with automation for a richer customer experience.

{% embed url="<https://www.youtube.com/watch?v=sfZ5QaZZqQ8>" %}

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### Benefits of Voice Bot

* 🗣️ Enables **hands-free communication** through natural voice interactions.
* ⚡ Enhances **customer engagement** with real-time voice response.
* 🎯 Integrates advanced **AI and speech models** for accurate recognition.
* 🔊 Offers **noise cancellation** and **voice clarity** for professional-grade experience.
* 🧩 Provides **easy configuration** with multiple voice and transcription providers.

***

### How to Use Voice Bot

1. Log in to your **BotPenguin Dashboard**.
2. On the left-hand sidebar, click on **“Agents”** to open a previously created agent.\
   If no agent exists, refer to the documentation on [**Creating an Agent**](https://help.botpenguin.com/ai-agents/creating-ai-agents-in-botpenguin/agent-settings/broken-reference).

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3. Once inside your selected agent, go to **“Agent Settings.”** Under this, navigate to the **“Voice”** tab (fifth sub-tab).

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4. In the **General** section, enable the **“Voice Mode”** toggle. This activates the Voice Bot for your agent.
5. Configure the **General Settings:**
   1. **Enable VoiceMode:** Turns the Voice Bot ON.
   2. **Background Noise Cancellation:** Removes background noise for clearer communication.
   3. **Numerical Conversion:** Converts spoken numbers into digit format (e.g., “one” → “1”).
   4. **Voice Call Sound:** Choose the sound played during an incoming voice call to the agent.
   5. **Silence Timeout:** Defines how long both bot and user can remain silent before the call auto-disconnects (options: 10s, 30s, 60s).
   6. **Maximum Call Duration:** Sets total call length limit (options: 5s, 180s, 600s).

{% hint style="info" %}
Use **“Reset to Default”**, **“Update”**, or **“Update and Next”** as required.
{% endhint %}

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6. Move to the **Advanced Section.**
   1. Toggle **“Enable Advanced Voice Mode”** to allow users to interrupt the bot mid-conversation.
   2. Define **“Number of Words Before Agent Stops Speaking”**, determining how many user words will trigger the bot to pause and listen.
   3. Click **“Update”** to save changes.

<figure><img src="https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2F5QXDwooLdvwwCJodGQWE%2Fimage.png?alt=media&#x26;token=50ec5999-4dd9-4833-bf02-32db781adbc6" alt=""><figcaption></figcaption></figure>

6. Proceed to **Advanced AI Settings** to complete Voice Bot setup. Here, three integrations are mandatory:
   1. **LLM Provider** – The AI engine that powers conversational intelligence. The following should be integrated if the AI Agent has previously been made.
   2. **Voice Provider** – Handles the voice synthesis and interaction layer.
   3. **Transcription Provider** – Converts voice to text for recording and analysis.

<figure><img src="https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2FYzShMXBOyOj0FMADciRb%2Fimage.png?alt=media&#x26;token=475635fa-4904-4eee-885b-174d93e39a99" alt=""><figcaption></figcaption></figure>

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***

**Voice Provider Setup:**

* Select your **Voice Provider**: *ChatGPT, 11Labs, Hume,* or *DeepGram.*

{% hint style="success" %}
🏆 *ElevenLabs and Hume are recommended for best results.*
{% endhint %}

* Choose **Voice Provider Credentials** (API key integrated via the [Integrations](https://help.botpenguin.com/ai-agents/creating-ai-agents-in-botpenguin/agent-settings/broken-reference) section).
* Select **Voice** and **Model** based on provider:
  * DeepGram → Aura 2, Thalia EN, etc.
  * ElevenLabs → ElevenMultilingual V2, ElevenTurbo V2, Turbo V2.5, etc.
  * ChatGPT → GPT-40mini-TTS, TTS-1, TTS-1-HD.
* Click **“Update”** to save.

<figure><img src="https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2FmLNRFtxijkhE4ujtJq0Y%2Fimage.png?alt=media&#x26;token=b891e434-d069-4925-ba7c-0301720e0038" alt=""><figcaption></figcaption></figure>

***

**Transcription Provider Setup:**

* Choose **Provider:** *DeepGram*, *ElevenLabs*, or *ChatGPT.*

{% hint style="success" %}
🏆 *DeepGram recommended for best results.*
{% endhint %}

* Select **Transcription Provider Credentials** (API key from Integrations).
* Select **Model** and **Language** (supports English, Spanish, German, Turkish, Hindi, French, Russian, etc.).
  * Enable **Multilingual** if multiple languages are expected.
* Click **“Update”** to confirm setup.

<figure><img src="https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2FZdYiY1JPGz2sv3jEAYmg%2Fimage.png?alt=media&#x26;token=b797171c-2f9c-4a9c-b88a-0d4c3d68c741" alt=""><figcaption></figcaption></figure>

***

8. Configure Live Agent and End Call options (optional).

These configurations are made through the **Conversation Flow Instructions** located under **Agent Personality and Instructions → Prompt.**

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* In the **Conversation Flow Instructions**, use tools accessible by typing a backslash (`\`).
* Two tools are available for the Voice Bot:
  * **Transfer Call to Live Agent:**

    * In the instructions, type “\” and search for **Transfer Call to Live Agent**.

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    * Click on it to open the configuration prompt.
    * Enter the trigger phrase (for example, “connect me to a live agent” or simply “live agent”).
    * Click **“Add and Next”** to finalize setup.\
      When users say the configured phrase during a voice conversation, the bot will automatically initiate a transfer to a live agent.

    <figure><img src="https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2FMhd7GS1Dj1AMiwSJMnn6%2Fimage.png?alt=media&#x26;token=29929cf3-f140-4150-8fda-973becd9a489" alt=""><figcaption></figcaption></figure>
  * **End Call Tool:**

    * Similarly, in the same **Conversation Flow Instructions** section, type “\” and search for **End Call**.

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    * Click to open the configuration prompt.
    * Enter the words or phrases (e.g., “end call” or “goodbye”) that will act as triggers for ending the call.
    * Click **“Add and Next”** to finalize setup.\
      This ensures the bot terminates the call gracefully when the user intends to end the session.

    <figure><img src="https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2FoalwTFv6LGmtdMotKKKd%2Fimage.png?alt=media&#x26;token=df40d9c2-b51a-46da-a916-e753793f1684" alt=""><figcaption></figcaption></figure>

9. To start using your Voice Bot:

* Go to your agent’s main screen.
* Click the **three dots (⋮)** beside your agent.
* Select **“Call Agent”** to initiate the Voice Bot interaction.

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During the call, two key options are available:

* **Mic:** Mute or unmute the call.
* **Cancel:** End the ongoing call session.

<figure><img src="https://1745791824-files.gitbook.io/~/files/v0/b/gitbook-x-prod.appspot.com/o/spaces%2FAPDb8cKQtGlIAfgHjcsQ%2Fuploads%2FqzDnWem1Yr21TuqJ1xgx%2Fimage.png?alt=media&#x26;token=63f0e84f-df0e-40d8-8b02-e7ace7b87d28" alt=""><figcaption></figcaption></figure>

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### FAQ's

<details>

<summary>What is the Voice Bot feature used for?</summary>

The Voice Bot enables your BotPenguin agent to communicate with users through real-time voice conversations instead of text chat.

</details>

<details>

<summary>Can I use Voice Bot without integrating a voice provider?</summary>

No. You must integrate at least one supported voice provider (such as 11Labs or DeepGram) for the Voice Bot to function.

</details>

<details>

<summary>What happens if the Silence Timeout limit is reached?</summary>

If both the bot and the user remain silent beyond the defined limit (10s, 30s, or 60s), the call automatically disconnects.

</details>

<details>

<summary>Can users interrupt the bot while it is speaking?</summary>

Yes. If Advanced Voice Mode is enabled, users can interrupt, and the bot will stop and start listening immediately based on your configured word count threshold.

</details>

<details>

<summary>How can a user talk to a live agent using the Voice Bot?</summary>

In the Conversation Flow Instructions, add the Transfer Call to Live Agent tool using the backslash (\`\\\`). Configure trigger phrases like “connect me to a live agent.” When the user says this, the call will automatically transfer to a live agent.

</details>

<details>

<summary>Can users end the Voice Bot call by voice command?</summary>

Yes. You can use the "End Call" tool in the Conversation Flow Instructions and define the user phrase (e.g., “end call”) to terminate the conversation automatically.

</details>

<details>

<summary>What providers are best for voice synthesis and transcription?</summary>

For voice synthesis, ElevenLabs and Hume deliver the most natural-sounding voices. For transcription, DeepGram provides the highest accuracy.

</details>

<details>

<summary>Can I use multilingual transcription?</summary>

Yes, you can enable multilingual transcription to support languages such as English, French, German, Hindi, Russian, and more.

</details>

<details>

<summary>What is the maximum duration for a voice call?</summary>

The call duration can be set to 5s, 180s, or 600s. After this limit, the call will automatically end, regardless of the conversation state.

</details>

<details>

<summary>Where can I access the Voice Bot call logs or transcripts?</summary>

You can find all transcribed conversations under the Inbox section of your BotPenguin dashboard.

</details>

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### Support Prompt

If you still have questions for our team, write to us at [**support@botpenguin.com**](mailto:support@botpenguin.com).\
We’ll get back to you within 48 hours.