Agent Dictionary
Published:
Overview
The Agent Dictionary ensures your AI Voice Agent hears and says specific words correctly — especially acronyms, industry terms, and brand names. There are two dictionaries: one that controls how the agent transcribes what it hears, and one that controls how the agent pronounces what it says.
Steps to Edit the Agent Dictionary
- Click Call Flows on the left-hand menu.
- Locate and open the call flow you want to edit.
- Turn on Advanced View at the top of the page.
- Click Voice, then click Dictionary.
- Under the Agent Dictionary (transcription), type the word or acronym the agent should recognise — for example, NBN — and press Enter. Repeat for each term you want the agent to transcribe accurately.
- Under the TTS (Text-to-Speech) Dictionary (pronunciation), type the word phonetically, exactly how you want the agent to say it aloud — for example, En Bee En so each letter is spoken clearly — then click Add Word.
- Click Save to Draft or Publish to Production.
Key Notes
| Item | Details |
|---|---|
| Agent Dictionary purpose | Controls how the agent hears and transcribes spoken words. Fixes mis-hearings — e.g. NBN being heard as Indian. |
| TTS Dictionary purpose | Controls how the agent pronounces words when speaking. Fixes awkward pronunciations — e.g. NBN being said as Nbin. |
| When to add an entry | Any acronym, brand name, product name, place name, person's name, or industry-specific term your agent is likely to hear or say during a call. If something sounds wrong or gets misheard even once, add it. |
| Common examples | Acronyms: NBN, SIP, CRM, PBX, VoIP. Brand / product names: CommsChannel, Yeastar, 3CX. Place names: suburb names or towns the agent commonly mishears. People's names: unusual first names, surnames, or spellings. Technical terms: industry jargon specific to your business. |
| How to format entries | Agent Dictionary: enter the word as written (e.g. NBN). TTS Dictionary: enter it phonetically, exactly how it should sound (e.g. En Bee En) — may take a few attempts to tune. |
| Scope | Dictionary entries apply every time the word appears in the system prompt or during a live conversation. |
| Advanced View | Required. The Dictionary section only appears when Advanced View is turned on. |
