Ambient Sound

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What Ambient Sound Does

Ambient sound adds subtle background audio behind your agent’s voice, making conversations feel more natural and less sterile. From office ambience to café sounds, these audio layers create a sense of presence.

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How It Works

Ambient sound plays continuously in the background during conversations: What it does:

• Adds environmental context (office, café, call center)
• Reduces the “sterile AI” feeling
• Makes pauses feel more natural (not dead silence)
• Creates atmosphere and personality

What it shouldn’t do:

• Replace or drown out the agent’s voice
• Distract customers from the conversation

When done right, customers barely notice it consciously—but the conversation feels more natural.

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Adding Ambient Sound

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Select Background Sound

1. Navigate to General → Sounds in your agent editor
2. Open the Preset sounds dropdown
3. Choose from the preset ambient sounds:

4. Changes save automatically

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Adjust Volume Level

After selecting a preset or uploading a custom sound, adjust its volume:

1. Use the Volume Level slider
2. Range: 0% to 200%
   • 0%: Muted
   • 100%: Default ambient mix
   • 200%: Stronger background bed
3. Changes save automatically as you adjust

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Use Cases by Environment

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Custom Ambient Sounds

In addition to the preset ambient sounds, you can upload your own custom audio files to create a unique atmosphere for your agent.

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Supported Formats

Custom ambient sounds support the following audio formats:

• Maximum file size: 10 MB
• Recommended length: 30 seconds to 2 minutes (audio loops automatically)
• Audio quality: 44.1 kHz sample rate, stereo or mono

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Adding a Custom Sound

1. Navigate to General → Sounds in your agent editor
2. In Ambient Sounds, click Upload custom sound
3. Select an MP3, WAV, or OGG file
4. Once uploaded, the custom sound overrides the preset sound selection for this agent

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Tips for Custom Sounds

Create seamless loops: Ensure your audio loops smoothly without noticeable cuts or pops at the start/end points. Keep it subtle: Custom sounds should enhance, not distract. Avoid music with lyrics or dramatic changes. Test extensively: Custom audio may behave differently than presets. Test on multiple devices and call types. Consider licensing: Ensure you have the rights to use any audio you upload.

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Best Practices

Start subtle: Begin with lower volumes (-80% to -60%) and increase only if needed. Ambience should be barely noticeable. Match your brand: Choose sounds that align with your company’s personality and industry. Test with real calls: Make test calls to hear how ambience sounds in actual conversations, not just samples. Consider your audience: Older customers or those with hearing difficulties may prefer no ambience or very low volumes. Avoid overuse: Not every agent needs ambience. Use it when it enhances the experience, not by default.

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Testing Ambient Sound

After adding ambient sound:

1. Make test calls to your agent on different channels (phone and web)
2. Listen for the background ambience during pauses and while the agent speaks
3. Verify the volume is appropriate (not too loud or distracting)
4. Adjust volume if needed
5. Test with team members for feedback

What to check:

• Can you still clearly understand the agent’s voice?
• Does the ambience feel natural or forced?
• Is the volume appropriate during pauses?
• Does it match your brand atmosphere?
• Does it work consistently across phone and web calls?

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Coming Soon: Backchanneling

Backchanneling (audio cues like “uh-huh”, “yeah”, “I see”) will be available soon. These cues signal active listening and make conversations feel more natural. Currently displayed in the UI under Backchanneling with a “Coming Soon” badge.

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Next Steps