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Voice Bot

This section contains essential information and usage guidelines for creating and managing Voice Bots inside BotPenguin.

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.

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.

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

  1. In the General section, enable the “Voice Mode” toggle. This activates the Voice Bot for your agent.

  2. 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).

Use “Reset to Default”, “Update”, or “Update and Next” as required.

  1. 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.

  1. 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.

Voice Provider Setup:

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

🏆 ElevenLabs and Hume are recommended for best results.

  • Choose Voice Provider Credentials (API key integrated via the Integrations 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.

Transcription Provider Setup:

  • Choose Provider: DeepGram, ElevenLabs, or ChatGPT.

🏆 DeepGram recommended for best results.

  • 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.

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

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

  • 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.

      • 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.

    • End Call Tool:

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

      • 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.

  1. 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.

During the call, two key options are available:

  • Mic: Mute or unmute the call.

  • Cancel: End the ongoing call session.

FAQ's

What is the Voice Bot feature used for?

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

Can I use Voice Bot without integrating a voice provider?

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

What happens if the Silence Timeout limit is reached?

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

Can users interrupt the bot while it is speaking?

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.

How can a user talk to a live agent using the Voice Bot?

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.

Can users end the Voice Bot call by voice command?

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.

What providers are best for voice synthesis and transcription?

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

Can I use multilingual transcription?

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

What is the maximum duration for a voice call?

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

Where can I access the Voice Bot call logs or transcripts?

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

Support Prompt

If you still have questions for our team, write to us at [email protected]. We’ll get back to you within 48 hours.

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