Some words are hard. Your company name, a doctor’s surname, a town, a brand. Pronunciation rules fix it one word at a time.
You’ll find this on the agent under Turn on → Phone → the Pronunciation tab.
How it works
Click Add pronunciation, and fill in:
- Word or phrase. The word, as it’s spelled.
- Sounds like. Write how the word sounds when said out loud.
- Language. Choose a language, or All languages.
When the agent is about to say the word, it uses your version instead. Click the play button next to the rule to hear the result right away.
Examples:
Write the word the way you’d write it yourself to get the sound across. Not the correct spelling.
Good tips
- Write it phonetically. It’s fine if it looks strange.
- Put a space between letters you want spelled out. “A P S” rather than “APS”.
- Listen to it. Use the play button next to the rule, or talk to the agent under Test → Live test.
Emphasis words are a different thing
On the Voice tab you’ll find Emphasis words. The two things solve different jobs:
- Pronunciation is how the agent speaks.
- Emphasis words is what the agent listens for. Write your product names and specialist terms here, so it hears them correctly when the user says them.
What to check
- The rule works for the language you chose. If the agent speaks several languages, add the rule for each one, or choose All languages.
- Pronunciation applies to phone and voice. In chat, the word is written as it’s spelled.
- Click Publish when you’re done.
Next steps
