Voice and tempo. In Settings → Voice pick marin or cedar — the newest voices, the most natural pronunciation and accent ; the older ones stay for accounts that chose them. Speech tempo is a multiplier of the natural speed: 1.1–1.2 if the agent sounds like it is stretching words on the phone, 0.9 if callers ask it to slow down. Blank = natural. Pronunciation of terms is set in the prompt, not here: write the spoken form once ("SPF — say S-P-F") and the agent uses it.

The agent tells you what it did not know. Under that field there is a link: «What are people asking that the agent cannot answer?». It reads the last month of tasks that came out of calls, names the fact each one was missing, and shows the ones that came up more than once — «×7 price of a consultation — Downtown». Click «Add a line» and the place and the question are written into the field with the answer left blank, for you to fill in. It never guesses the answer: we know what people asked, only you know your prices, and a confident invented number read out to a customer is the one mistake we will not risk. An unfinished line is simply ignored until you complete it.

Next to a question you also see how many of those customers are still waiting for a callback. Finish the line and save: from then on the agent says the answer itself, and each of those open «call back» tasks gets the answer added to its notes, word for word — whoever calls them back has it in hand. Nobody is called or messaged automatically. Once a week the top questions also appear on the home page under «The agent did not know», with a link straight to this list.

"Say these word for word" (Settings → Agent, under your business description). Hours, addresses, phone numbers and your headline prices are what a customer writes down and acts on, and they have one correct wording. List them here — one per line, place | what it is | exactly what to say — and the agent speaks the line as written instead of rebuilding it: no recalculated times, no digits turned into its own numbers, no two branches on the same street mixed up. Write the numbers the way they should sound out loud ("one hundred and eleven", not "111"). Prices go in the same way — one line per price, named the way people ask for it ("consultation price", "cleaning price", "callout price"); when a caller's wording matches nothing exactly, the agent is told which lines exist and picks the right one rather than inventing a figure. Leave it empty and nothing changes: the agent answers from your description as before.

A second language. Add the language in brackets after what the line is — Downtown | hours (es) | … — and a caller who speaks that language hears your own wording instead of a translation made on the spot. Write the same fact twice, once per language; whichever is missing falls back to the line without a mark, so nothing breaks while you are still filling it in. The agent's own short lines — asking a caller to repeat, handing a bad line to a person — follow the caller's language as well (Russian, English, Spanish, Kazakh).

Answers that are the same everywhere. Write All | what it is | … for a short answer that does not depend on the branch — how customers get their documents, how to prepare, what is free — and the agent says your line instead of explaining it in its own words each time. No city is asked for these; a branch that has its own line for the same thing keeps it. Keep each line to one or two short sentences: it is spoken on the phone.

Several branches in one city. Put all their addresses on one line, one sentence per branch — Downtown | address | Main Street, twenty-two. There is another one — Park Avenue, six. A customer who has not chosen yet hears both; one who already named a street hears only that branch, instead of both addresses read again.

Hours that differ by day. Write one sentence per group of days — Main | hours | Monday through Friday, eight to five. Saturday, nine to one. Closed Sunday. A customer who asks about one day — "are you open tomorrow?", "on Saturday?" — hears that day's sentence, worked out on your own time zone, not the whole week.

Noise, unclear speech and interruptions are handled on every phone line — there is nothing to switch on. The agent says nothing to background talk; it asks the caller to repeat unclear speech instead of answering a question nobody asked; a short reply it could not write down is not treated as noise; a loud sound pauses the answer and the transcript decides — real words cut it short, a child or a TV lets it continue where it paused. A request for a person that the agent missed is carried out by the platform itself within two turns.