Voice & language

Here you define how your agent sounds and how it speaks to callers. The settings for voice, language, and greeting apply to all conversations of this agent and can be adjusted at any time.

Choose character set

Only in sipgate sona: This section applies if you set up your first agent on or after September 22, 2026. Otherwise, choose voice and form of address individually, as described in the next two sections.

• A character set combines voice, form of address, and tone into a consistent overall impression. You apply the coordinated settings with one click. By default, Friendly Helper is selected. More sets will follow and will already be shown to you in the product.

• You can also configure the settings individually. However, as long as a character set is active, voice and form of address are determined by the set.

• How to find the character sets: Agent overview → Select agent → Character

Select agent language

Only in sipgate sona: In the free plan, your agent conducts conversations in German. More on this under Plans & pricing.

Choose the language in which your agent should conduct conversations. Available options are: German, English, Spanish, French, Polish, Dutch, Arabic, Turkish, Russian.

The language determines how your agent understands and responds to callers. It always responds in the set language, regardless of the language the caller speaks.

Note: If your company regularly receives calls in different languages, we recommend setting up a separate agent for each language.

Choose voice

Choose a voice that fits your company and target audience. The voice influences how professional and understandable your agent is perceived to be.

Recommended voices

There are many voices to choose from. To save you from having to test them all yourself, our Conversation Experience team has evaluated the voices for clarity, pronunciation, and naturalness, even with more complex content such as numbers, URLs, anglicisms, or spontaneous colloquial language. These four voices stood out in particular:

Voice	Language	Character
Philipp	German	Neutral & reliable
Ramona	German	Calm & professional
Benjamin	German	Efficient & clear
Laura	German	Direct & professional

Test voice before deployment

Company names, street names, and technical terms are pronounced differently depending on the voice. So test your agent with a call before you deploy it. Pay particular attention to numbers, proper names, and technical terms.

If a voice does not pronounce your company name correctly, switch voices. The differences are most apparent in real-world use.

Questions or feedback about voices?

The Conversation Experience team can help: [e-mail]

Set form of address

Decide whether your agent addresses callers with Sie or Du .

• Sie (formal): suitable for customer service, B2B, and conservative industries

• Du (informal): suitable for modern companies and younger target groups

The selected form of address determines only the use of Sie or Du. It does not influence your agent’s general language style. Polite and respectful behavior is stored by default regardless.

The form of address applies to all conversations of this agent and should match your company communication.

Adjust greeting text

You can individually define the greeting text of your AI agent and adapt it to your company communication.

Important: The greeting text must include a note that it is a digital service. The text is reproduced verbatim, regardless of the language set.

Barge-in

With barge-in, you determine whether callers can interrupt your agent while it is speaking. If the function is active, your agent stops immediately as soon as the caller speaks and listens. This creates more natural conversations and less waiting time.

Where do I find the setting?

sipgate sona: Open the agent overview, click your agent, Character select. AI Agents: Account management → AI Agents → Select agent → Agent settings.

What options are available?

Under interruption, choose between two settings:

• Agent speaks to the end without interruption: Your agent cannot be interrupted while it is responding and speaks its contribution all the way to the end.

• Caller can interrupt agent: As soon as the caller speaks, your agent stops and listens. The greeting message is excluded from this and cannot be interrupted for privacy reasons. If your agent is interrupted, the already generated response remains visible in the transcript, even if it was not fully spoken.

Note: Barge-in is not enabled by default. To allow callers to interrupt your agent, select the appropriate option and save.

Response time during silence

The response time during silence determines how long your agent waits after the caller has stopped speaking. It is preset so that conversations feel as natural as possible, and you cannot change it yourself.

If your agent responds too quickly or too slowly, contact Customer support. The response time can be adjusted for your account.

Enable background noise (optional)

Optionally, enable background noise, for example office sounds. This setting shapes the atmosphere of the conversation and can create the impression of a real workplace.

Language of the conversation summary

Specify in which language the conversation summaries should be created.

Example: Your agent conducts conversations in English, but your team works in German. Set the summary language to German so all employees can use the records directly.