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Some words are tough for any voice — your company name, a doctor’s surname, a Danish town, a brand that’s spelled one way and said another. Pronunciation rules let you fix them one by one. You’ll find this on your agent under Phone → Settings, alongside languages and voices.

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How it works

Click Add pronunciation and fill in two fields:
  • Word or phrase – as it appears in writing
  • Sounds like – write the word as it sounds when spoken out loud
When the agent is about to say the word, it uses your version instead. You can choose which language the rule applies to, and hear the result right away with the play button. Callers hear the right thing. A few examples:
If a word sounds wrong, the fastest fix is to write what you’d type into Google Translate’s “type to hear” box — that’s usually close enough.

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Tips for getting good results

  • Spell it phonetically. Don’t worry about looking silly. “Heursholm” and “Yensen” are perfectly valid replacements.
  • Use a space between letters when you want them spelled out. “A P S” reads as the three letters; “APS” reads as one mumbled syllable.
  • Capitalise proper nouns. This is a small hint to the voice engine and helps with pacing.
  • Listen to it. Use the play button next to the rule, or test the agent in the Playground. If it still sounds off, tweak the replacement.
Further down the same tab you’ll see Key Speech Terms. These are different – they help the agent hear tricky words when a caller says them, not how the agent says them back. Add medical terms, product codes, or anything specific to your industry here so the agent doesn’t mishear them. A good rule of thumb:
  • Pronunciation = how the agent speaks
  • Key Speech Terms = what the agent listens for

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Common scenarios

Add your company name to the pronunciation rules with a phonetic spelling. Test it three or four times — the agent says the company name in the greeting and often again later in the call, so it’s worth getting right.
Add each staff member’s name as a separate rule. Names like “Søren” or “Mette-Marie” are common offenders.
Spell out numbers you want said as words. “1990” can be “nineteen ninety” or “nineteen hundred and ninety”, whichever you prefer.
For a Danish-speaking agent, English product names sometimes come out heavily accented. Try writing them the way a Dane would actually pronounce them — “WiFi” might become “Wi Fi” or “vee fee” depending on the voice.

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Next steps