About
You can choose how users interact with your agent during voice conversations. The Voice interaction setting provides two options:
- Hands free - The microphone is always active. Users can start speaking anytime, even while the agent is talking.
- Push to talk - Users press the push-to-talk button when they want to speak. This can help prevent background noise or other conversations from triggering the microphone.
You manage this setting in the Advanced tab.
Access the Advanced tab
- From the Agents tab, click the agent you want to configure.
- Click the Advanced tab.
The agent workspace opens on the Overview tab by default.
The Advanced tab displays.
Choose a voice interaction mode
- Under Voice interaction, select one of the following:
- Hands free - Users can start speaking anytime, even while the agent is talking. Hands free is selected by default for new agents.
- Push to talk - Users press the button when they want to speak.
2. Click Publish at the top right to save your changes.
When the agent is configured for chat-only conversations, Hands free and Push to talk are disabled. If you change the agent from chat-only to a conversation type that supports voice, the options become available again with your last published voice interaction mode selected.
