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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 under Phone on your agent, alongside the voice settings.

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How it works

You give the agent two things:
  • The word as it appears in writing
  • A replacement that sounds the way you want it to
When the agent is about to say the word, it uses the replacement instead. 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.
  • Test it. Use the Test button to call your agent and ask a question that triggers the word. If it still sounds off, tweak the replacement.
Just below pronunciation rules you’ll see Emphasis words. 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 rules = how the agent speaks
  • Emphasis words = 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