> ## Documentation Index
> Fetch the complete documentation index at: https://docs.itellico.ai/llms.txt
> Use this file to discover all available pages before exploring further.

# Ambient Sound

> Add background ambience to create natural-sounding conversations

export const Screenshot = ({lightSrc, darkSrc, alt, caption, maxWidth = "880px"}) => {
  return <div style={{
    margin: "1rem auto",
    maxWidth,
    width: "100%"
  }}>
      <Frame>
        <img className="block dark:hidden" src={lightSrc} alt={alt} />
        <img className="hidden dark:block" src={darkSrc} alt={alt} />
      </Frame>
      {caption ? <p style={{
    marginTop: "0.5rem",
    fontSize: "0.875rem",
    color: "inherit",
    opacity: 0.8
  }}>
          {caption}
        </p> : null}
    </div>;
};

## 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.

<Screenshot lightSrc="/images/sounds__sound-setting-light.png" darkSrc="/images/sounds__sound-setting-dark.png" alt="Sounds configuration in General tab showing Background Sound dropdown and volume controls for ambient sound customization" />

<Note>
  Access ambient sound settings by navigating to your agent in the [agent editor](/build/getting-started/agent-editor), then the **General** tab, then **Sounds** section.
</Note>

***

## 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.

***

## Adding Ambient Sound

### 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:

<AccordionGroup>
  <Accordion title="None" icon="volume-off">
    No ambient sound
  </Accordion>

  <Accordion title="Open Plan Office" icon="building">
    Gentle office sounds, keyboard typing, paper shuffling, distant conversations
  </Accordion>

  <Accordion title="Customer Service Center" icon="headset">
    Active call center ambience, multiple agents talking in background, phones ringing occasionally
  </Accordion>

  <Accordion title="Internet Café" icon="coffee">
    Coffee shop atmosphere, gentle chatter, espresso machines, casual background noise
  </Accordion>

  <Accordion title="Urban Street" icon="car">
    Urban environment, distant traffic, pedestrians, city ambience
  </Accordion>

  <Accordion title="Rural Outdoors" icon="tree">
    Nature sounds, birds chirping, gentle breeze, peaceful outdoor atmosphere
  </Accordion>

  <Accordion title="AC Fan" icon="wind">
    Subtle air conditioning or fan noise, gentle white noise
  </Accordion>
</AccordionGroup>

4. Changes save automatically

### Adjust Volume Level

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

<Screenshot lightSrc="/images/sounds__level-light.png" darkSrc="/images/sounds__level-dark.png" alt="Ambient Sounds volume configuration showing preset sound selection and a volume level slider from 0% to 200%" />

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

***

## Use Cases by Environment

<AccordionGroup>
  <Accordion title="Office Environment" icon="briefcase">
    **Best for:**

    * Corporate customer support
    * Professional services (accounting, legal, consulting)
    * B2B sales agents
    * Administrative assistants

    **Atmosphere:**

    * Professional and organized
    * "You're calling a real office" feeling
    * Trustworthy and established
  </Accordion>

  <Accordion title="Call Center" icon="headset">
    **Best for:**

    * High-volume support centers
    * Order processing
    * Technical support
    * Emergency hotlines

    **Atmosphere:**

    * Busy, responsive organization
    * "High-volume operation" credibility
    * Energetic and capable
  </Accordion>

  <Accordion title="Café / Casual" icon="coffee">
    **Best for:**

    * Lifestyle brands
    * Hospitality/restaurant booking
    * Creative services
    * Informal customer service

    **Atmosphere:**

    * Friendly and approachable
    * Relaxed and comfortable
    * Human and personal
  </Accordion>

  <Accordion title="No Ambience" icon="volume-off">
    **Best for:**

    * Healthcare and medical
    * Financial services
    * Legal services
    * When maximum clarity is critical

    **Why:**

    * Some industries prefer pristine audio
    * Regulatory or compliance reasons
    * Customer preference for minimal distractions

    **Recommendation:** Set to **None**
  </Accordion>
</AccordionGroup>

***

## 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.

### Supported Formats

Custom ambient sounds support the following audio formats:

| Format            | Extension | Notes                              |
| ----------------- | --------- | ---------------------------------- |
| MP3               | `.mp3`    | Recommended for best compatibility |
| WAV               | `.wav`    | Uncompressed, larger file size     |
| OGG               | `.ogg`    | Good compression, smaller files    |
| **Requirements:** |           |                                    |

* **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

### 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

<Screenshot lightSrc="/images/sounds__custom-sound-upload-light.png" darkSrc="/images/sounds__custom-sound-upload-dark.png" alt="Custom ambient sound upload interface showing Background Sound dropdown with Custom Sound option selected, Upload Audio button, and supported format information" />

### 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.

<Tip>
  Need help creating custom ambient sounds? Free resources like [freesound.org](https://freesound.org) offer Creative Commons licensed ambient recordings suitable for agent backgrounds.
</Tip>

***

## 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:

1. Make test calls to your agent on different channels ([phone](/launch/phone-numbers) and [web](/manage/web-widgets/overview))
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?

***

## 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.

***

## Next Steps

<CardGroup cols={2}>
  <Card title="Voice Settings" icon="sliders" href="/build/voice-speech/voice-settings">
    Fine-tune voice parameters
  </Card>

  <Card title="Select Voice" icon="microphone" href="/build/voice-speech/select-voice">
    Choose a different voice
  </Card>

  <Card title="Custom Pronunciations" icon="spell-check" href="/build/voice-speech/custom-pronunciations">
    Correct pronunciation of specific terms
  </Card>

  <Card title="Test Your Agent" icon="vial" href="/test/web-simulator">
    Test ambient sound with web calls
  </Card>
</CardGroup>