Overview
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.
Access ambient sound settings by navigating to your agent, then the Voice tab, then Ambient section.
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
- Replace or drown out the agent’s voice
- Distract customers from the conversation
Adding Ambient Sound
Select Background Sound
- Navigate to Voice > Ambient in your agent configuration
- Click the Background Sound dropdown
- Choose from available ambient sounds:
None
None
No ambient sound
Open Plan Office
Open Plan Office
Gentle office sounds, keyboard typing, paper shuffling, distant conversations
Customer Service Center
Customer Service Center
Active call center ambience, multiple agents talking in background, phones ringing occasionally
Internet Café
Internet Café
Coffee shop atmosphere, gentle chatter, espresso machines, casual background noise
Urban Street
Urban Street
Urban environment, distant traffic, pedestrians, city ambience
Rural Outdoors
Rural Outdoors
Nature sounds, birds chirping, gentle breeze, peaceful outdoor atmosphere
AC Fan
AC Fan
Subtle air conditioning or fan noise, gentle white noise
- Changes save automatically
Adjust Volume Level
After selecting a sound, adjust its volume relative to your agent’s voice:
- Use the Volume Level slider
-
Range: -100% to +100%
- Negative values (-100% to -1%): Quieter than voice (recommended)
- 0%: Same level as voice (rarely used)
- Positive values (+1% to +100%): Louder than voice (use sparingly)
- Changes save automatically as you adjust
Use Cases by Environment
Office Environment
Office Environment
Best for:
- Corporate customer support
- Professional services (accounting, legal, consulting)
- B2B sales agents
- Administrative assistants
- Professional and organized
- “You’re calling a real office” feeling
- Trustworthy and established
Call Center
Call Center
Best for:
- High-volume support centers
- Order processing
- Technical support
- Emergency hotlines
- Busy, responsive organization
- “We handle lots of customers” credibility
- Energetic and capable
Café / Casual
Café / Casual
Best for:
- Lifestyle brands
- Hospitality/restaurant booking
- Creative services
- Informal customer service
- Friendly and approachable
- Relaxed and comfortable
- Human and personal
No Ambience
No Ambience
Best for:
- Healthcare and medical
- Financial services
- Legal services
- When maximum clarity is critical
- Some industries prefer pristine audio
- Regulatory or compliance reasons
- Customer preference for minimal distractions
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.Testing Ambient Sound
After adding ambient sound:- Make test calls to your agent on different channels (phone and web)
- Listen for the background ambience during pauses and while the agent speaks
- Verify the volume is appropriate (not too loud or distracting)
- Adjust volume if needed
- Test with team members for feedback
- 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?