| REQUIRED USER ROLE Administrator | PERMISSION OVERVIEW View permissions by role |
The Voice AI tab on the Voice settings page allows Administrators to configure the default AI voice for Customer-facing interactions, assign different voices per phone number, and manage a pronunciation dictionary to ensure the AI correctly pronounces brand names, product names, and technical terms.
Access Voice AI Settings
Click the hamburger menu icon in the top-left corner of the screen.
Click Settings.
Under Channels, click Voice.
Click the Voice AI tab.
Brand Voice
The Brand Voice section lets you preview and set the default AI voice used across your automation-enabled phone numbers. Four voice options are available:
Voice | Personality | Accent |
|---|---|---|
Jessica | Warm, friendly, conversational | Neutral American |
Henry | Calm, professional, reassuring | Neutral American |
Amanda | Upbeat, casual, empathetic | Light American accent |
Daniel | Polished, formal, confident | British accent |
Brand Voice
The Brand Voice section lets you preview and set the default AI voice used across your automation-enabled phone numbers. Four voice options are available:
Voice | Personality | Accent |
|---|---|---|
Jessica | Warm, friendly, conversational | Neutral American |
Henry | Calm, professional, reassuring | Neutral American |
Amanda | Upbeat, casual, empathetic | Light American accent |
Daniel | Polished, formal, confident | British accent |
Voice default applies to all automation-activate numbers
Changing the default voice updates the voice assigned to all automation-activated phone numbers that are currently using the default. Phone numbers with individually assigned voices are not affected.
Assign voices to phone numbers
The Assign Voices to your phone numbers section displays a list of phone numbers configured for Voice AI automation for each available Channel. Each row shows:
Channel name – The label assigned to the phone number
Phone number – The E.164-formatted number (e.g., +1 201-559-5555).
Voice dropdown – The AI voice currently assigned to that number.
Change the voice for a specific phone number
Locate the phone number row you want to update.
Click the voice dropdown on that row (shows the currently assigned voice name).
Select a voice from the dropdown list.
The selection saves automatically.
Missing phone number
Only phone numbers configured for Voice AI automation appear in this list. If a number is missing, verify that automation is enabled for it under Phone Number Setup.
Pronunciation Dictionary (coming soon)
The Pronunciation Dictionary section lets Administrators teach Gladly AI how to correctly pronounce words that it might otherwise mispronounce, such as brand names, product names, or industry-specific terms. The Pronunciation Dictionary applies globally to all automation-activated phone numbers.
Add a word
In the Terms section, enter the word as it is written in the Word field (e.g., Retale).
In the Phonetic spelling field, spell out how the word should be pronounced (e.g., Re-tall-ay).
Optionally, click Play pronunciation to preview how the AI will say the word with the phonetic spelling applied.
Click outside the fields to save it.
Click + Add word to add another word and a new empty row appears so you can add additional terms.