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Environment settings add ambient audio to make conversations feel more natural and professional. Configure background sounds and thinking indicators.

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Background Ambience

Add subtle background audio to create a realistic atmosphere:

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Available Sounds

SoundDescription
officeTypical office background (keyboard, distant conversation)
call-centerBusy call center atmosphere
cafeCoffee shop ambient noise
quietVery subtle room tone
noneComplete silence

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Configuration

Background Ambience:
  Enabled: true
  Sound: "office"
  Volume: 25  # 0-100
Keep background volume low (15-30). It should be barely noticeable.

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When to Use

Use CaseRecommended Sound
Professional supportoffice or quiet
Busy call center feelcall-center
Casual/friendly brandscafe
Formal/legal contextsquiet or none

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Thinking Sound

Audio feedback while the AI processes responses:

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Purpose

  • Indicates the agent is working on a response
  • Reduces perceived wait time
  • Prevents awkward silence

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Configuration

Thinking Sound:
  Enabled: true
  Sound: "subtle-click"
  Volume: 20

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Available Sounds

SoundDescription
subtle-clickLight keyboard sounds
soft-beepGentle processing beep
typingTyping sounds
noneSilent processing

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Complete Example

Full environment configuration: 
Environment:
  Background:
    Enabled: true
    Sound: "office"
    Volume: 25

  Thinking:
    Enabled: true
    Sound: "subtle-click"
    Volume: 20

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Best Practices

Less is More

Ambient sounds should be subtle. If callers notice it, it’s too loud.

Match Brand

A law firm might use quiet, while a startup might prefer cafe.

Test on Phone

Audio sounds different through phone lines. Always test.

Consider Context

Disable background for sensitive conversations (medical, financial).

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When to Disable

Consider disabling ambient sounds for:
  • Medical or healthcare calls
  • Financial services
  • Legal consultations
  • Any context where professionalism requires silence
  • International calls (added latency concerns)
# Clean, silent environment
Environment:
  Background:
    Enabled: false
  Thinking:
    Enabled: false

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Testing Environment

  1. Open Test Call
  2. Have a conversation
  3. Listen for:
    • Background audio level
    • Thinking sound timing
    • Overall audio quality
  4. Adjust volumes as needed

Voice Settings

Configure voice and speech

Global Settings

All agent-wide settings

Test Call

Test environment settings