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Custom Voices User Guide

Overview

The Custom Voices feature allows authorized users to create and manage AI-generated voices using natural language prompts. Powered by ElevenLabs, this feature enables you to generate unique voice profiles that can be used in voice-based flows for a more personalized customer experience.

Note: Access to Custom Voices requires the Voice Admin role.

Prerequisites

Before creating a custom voice, ensure that:

  • You have been assigned the Voice Admin role.

  • Your environment has available voice quota.

  • ElevenLabs integration is enabled for your environment.

Creating a Custom Voice

Follow the steps below to generate and save a custom voice.

Step 1: Open Custom Voices

  1. Navigate to Custom Voices from the left navigation menu.

  2. Verify that you can access the page.

    • If the menu is not visible, contact your administrator to obtain the Voice Admin role.

Step 2: Define Voice Characteristics

Enter a prompt describing the voice you want to generate.

Example Prompt

The prompt helps define the tone, style, and personality of the generated voice.

Step 3: Enter Preview Text

Provide sample text that will be used to generate voice previews.

You can:

  • Use the default preview text.

  • Enter your own custom text to better evaluate the generated voice.

Step 4: Generate Voice Previews

Click Generate Voice.

The system will:

  1. Send the voice prompt to Eleven Labs.

  2. Generate multiple voice variations.

  3. Display voice previews for evaluation.

Example preview output:

  • Voice 1

  • Voice 2

  • Voice 3

Use the preview controls to listen to each generated voice.

Step 5: Select a Voice

  1. Listen to all available previews.

  2. Choose the voice that best matches your requirements.

  3. If none of the generated options are suitable, update the prompt and regenerate new voice previews.

Important: Voice previews can only be regenerated before the voice is saved.

Step 6: Save the Voice

  1. Enter a unique voice name.

  2. Click Create Voice.

Once saved, the new voice becomes available within the environment.

Managing Custom Voices

After a voice is created, it appears in the Custom Voices list.

Available actions include:

Rename Voice

Update the display name of an existing voice.

Preview Voice

Use the Preview button to listen to the saved voice at any time.

Delete Voice

Remove a voice that is no longer required.

Note: Once a voice has been created, its prompt and generated characteristics cannot be edited or regenerated. To create a different version, generate a new voice.

Voice Quota

Each environment has a configurable limit on the number of custom voices that can be created.

Example

  • Maximum allowed voices: 5

  • Current usage: 4

  • Remaining available slots: 1

When the quota is reached, new voices cannot be created until an existing voice is deleted or the quota is increased by an administrator.

Using a Custom Voice in a Flow

Once a voice is created, it can be assigned to any voice-enabled flow.

Step 1: Open the Flow

  1. Navigate to Flows.

  2. Select the desired flow.

  3. Click Edit.

Step 2: Configure Voice Settings

  1. Open Voice Settings.

  2. Navigate to Text-to-Speech (TTS) settings.

Step 3: Select ElevenLabs Provider

Choose:

  • Provider: Eleven Labs

  • Model: Eleven Multilingual Model

The custom voice list is displayed only when Eleven Labs is selected as the TTS provider.

Step 4: Choose Your Custom Voice

  1. Open the Voice dropdown.

  2. Select the custom voice you created.

Example: Release Demo

Step 5: Preview the Voice

Click Preview to hear how the selected voice sounds before applying it to the flow.

This allows you to verify that the voice matches your desired customer experience.

Step 6: Save the Configuration

  1. Click Next.

  2. Click Save.

The flow will now use the selected custom voice for Text-to-Speech responses.

Importing Existing ElevenLabs Voices

Organizations may already have custom voices created directly within ElevenLabs.

At present, imported voices must belong to the same ElevenLabs account configured for the environment.

This means:

Voice IDs created under the configured ElevenLabs account can be used.

Voice IDs from external or personal ElevenLabs accounts cannot currently be imported directly.

The current implementation supports a single configured ElevenLabs account.

Role-Based Access

User Role
Capability

Voice Admin

Create, manage, import, and configure custom voices

Standard User

Use configured voices within flows

Standard User

Cannot create or manage custom voices

Best Practices

  • Use descriptive prompts that clearly define tone, personality, and speaking style.

  • Test multiple voice variations before saving.

  • Use meaningful voice names to simplify identification.

  • Preview voices within the flow before publishing.

  • Regularly review voice usage to stay within configured quotas.

Limitations

  • Only users with the Voice Admin role can create and manage custom voices.

  • Voice characteristics cannot be modified after creation.

  • Voice prompts cannot be regenerated once the voice is saved.

  • Voice availability is subject to environment-specific quotas.

  • ElevenLabs must be configured as the Text-to-Speech provider to use custom voices.

Conclusion

The Custom Voices feature enables Voice Admin users to create unique AI-generated voices using natural language prompts powered by ElevenLabs. Generated voices can be previewed, saved, managed, and assigned to voice-enabled flows through Text-to-Speech settings, helping organizations deliver more engaging and personalized voice experiences.

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