afv-library/plugins/builder/salesforce-development/skills/agentforce-generate/references/voice-modality-reference.md

# Voice Modality Reference

## Overview

Voice agents use the `modality voice:` block to configure text-to-speech (TTS) and speech-to-text (STT) behavior. This block is optional — omit it for text-only agents.

Voice agents also require:
- The standard `agent_type` (e.g. `AgentforceServiceAgent`) — **do NOT** set `Atlas__VoiceAgent` in the bundle `config` block. `Atlas__VoiceAgent` is a runtime `planner_type` value applied by the platform, not an authored field in the `.agent` file.
- A `VoiceCallId` linked variable bound to `@VoiceCall.Id` (the voice-channel session identifier — the voice analog of `@MessagingSession.Id`).
- A `language:` block with the appropriate locale.
- A voice-capable connection surface — `connection customer_web_client:` (ECv2). `connection messaging:` is **additive**, needed only for human escalation (see "Connection Blocks" below).

### VoiceCallId variable

Add this to the `variables:` block whenever `modality voice:` is present:

```agentscript
    VoiceCallId: linked string
        source: @VoiceCall.Id
        description: "This variable may also be referred to as Voice Call Id"
```

## Agent Script Syntax

```agentscript
modality voice:
    voice_id: "UgBBYS2sOqTuMpoF3BR0"
    outbound_speed: 1
    outbound_stability: 0.65
    outbound_similarity: 0.75
```

## Default Voice — start here

There is **no reliable CLI/API way to enumerate available voice IDs** and their tuning values, so ADLC always authors the platform default voice and lets the user customize afterward in the UI. Do **not** ask the user to supply a `voice_id`.

| Field | Default value |
|-------|---------------|
| `voice_id` | `UgBBYS2sOqTuMpoF3BR0` ("Mark") |
| `outbound_speed` | `1` |
| `outbound_stability` | `0.65` |
| `outbound_similarity` | `0.75` |
| locale | `en_US` |

These match the platform default (`Eleven_Flash_V2_5` model config `outboundVoice` parameter).

**Tell the user how to customize:** after the agent is created, open it in **Agent Builder → Connections → Voice** and click **Continue** to pick a different voice and tune speed/stability/similarity. The picklist of voices (with names, gender, accent, and locale) is only exposed in that UI — not via the CLI.

The `modality voice:` block is a top-level optional block, placed after `language:` and before `start_agent`:

```agentscript
system:
config:
variables:
connection:
knowledge:
language:
modality voice:
start_agent:
subagent:
```

## Properties

### Core Voice Properties

| Property | Type | Range | Description |
|----------|------|-------|-------------|
| `voice_id` | string | — | The ID of the voice model to use for TTS |
| `outbound_speed` | float | 0.5–2.0 | Speech rate (0.5 = slow, 1.0 = normal, 2.0 = fast) |
| `outbound_stability` | float | 0.0–1.0 | Voice consistency (lower = more emotional range, higher = more stable) |
| `outbound_similarity` | float | 0.0–1.0 | How closely the AI replicates the original voice's characteristics |
| `outbound_style_exaggeration` | float | 0.0–1.0 | Emotional intensity (0.0 = neutral, 1.0 = expressive) |

### Inbound (STT) Properties

| Property | Type | Description |
|----------|------|-------------|
| `inbound_filler_words_detection` | boolean | Enable recognition of filler words ("uh", "um") |
| `inbound_keywords` | list | Keywords to improve speech recognition accuracy |

### Advanced Configuration

| Property | Type | Description |
|----------|------|-------------|
| `outbound_filler_sentences` | object | Filler sentences by context (e.g., "waiting") — spoken while processing |
| `pronunciation_dict` | object | Custom pronunciations for domain-specific terms |
| `additional_configs` | object | Advanced voice settings (speak-up, endpointing, beep-boop) |

### Additional Configs Sub-Properties

**speak_up_config** — prompts when user is silent:

| Property | Type | Range | Description |
|----------|------|-------|-------------|
| `speak_up_first_wait_time_ms` | int | 10000–300000 | Wait before first speak-up prompt (10s–5min) |
| `speak_up_follow_up_wait_time_ms` | int | 10000–300000 | Wait for follow-up speak-up prompts |
| `speak_up_message` | string | — | Message to speak when user is silent |

**endpointing_config** — speech boundary detection:

| Property | Type | Range | Description |
|----------|------|-------|-------------|
| `max_wait_time_ms` | int | 500–60000 | Max wait for speech endpoint detection (0.5s–60s) |

**beepboop_config** — beep-boop tone behavior:

| Property | Type | Range | Description |
|----------|------|-------|-------------|
| `max_wait_time_ms` | int | 500–60000 | Max wait for beep-boop behavior (0.5s–60s) |

## Pronunciation Dictionary

For domain-specific terms that TTS may mispronounce:

```agentscript
modality voice:
    voice_id: "UgBBYS2sOqTuMpoF3BR0"
    outbound_speed: 1
    outbound_stability: 0.7
    outbound_similarity: 0.8
    pronunciation_dict:
        pronunciations:
            - grapheme: "Xfinity"
              phoneme: "ɛks.ˈfɪn.ɪ.ti"
              type: "IPA"
            - grapheme: "SkyMiles"
              phoneme: "S K AY M AY L Z"
              type: "CMU"
```

Supported pronunciation types: `IPA` (International Phonetic Alphabet), `CMU` (Carnegie Mellon University Pronouncing Dictionary).

## Voice-Specific Authoring Guidance

### Instructions for Voice Agents

Voice interactions differ from text. When authoring instructions for voice agents:

1. **Keep responses concise.** Users cannot scan/skim voice responses. Aim for 1-2 sentences per turn, not paragraphs. (Long turns also risk tripping the silence/nudge timer — see [voice-latency-heuristics.md](voice-latency-heuristics.md) §5.)
2. **Avoid lists longer than 3 items.** Users lose track of spoken lists. Offer to repeat or narrow down.
3. **Use confirmation patterns.** Repeat back key information (account numbers, dates, amounts) before taking action.
4. **Design for barge-in.** Users may interrupt. Instructions should handle partial inputs gracefully. Add: *"If the caller starts talking, stop speaking immediately, listen, and respond to what they said — don't finish your sentence."*
5. **Avoid formatting references.** Do not reference links, bullet points, tables, or visual formatting in instructions — they don't render in voice.
6. **Acknowledge slow actions with a filler phrase.** Before calling any action that takes more than ~800ms (SOQL, external HTTP, retrieval), have the agent say a short filler so the caller knows it's working. Rotate a few: *"One moment", "Let me pull that up", "Checking now"*. For a known-slow action, be specific: *"When calling `LookupAccountHistory`, say 'This can take a few seconds — hang with me.'"* This is the instruction-level fix for the latency patterns in [voice-latency-heuristics.md](voice-latency-heuristics.md).
7. **Render numbers, prices, and IDs in spoken form.** TTS reads `$19.99` and `+14155551212` as garble. Instruct: *"When reading numbers, prices, phone numbers, IDs, or dates, use natural spoken form — never read punctuation, currency symbols, or raw digits."* Spell out numbers under 100 ("twenty-five"); prices as *"nineteen dollars and ninety-nine cents"*; phone numbers digit-by-digit grouped naturally; dates as *"May tenth, twenty twenty-six"*.
8. **Add ASR repair prompts for misheard input.** Speech recognition isn't perfect. Instruct: *"If the caller's response doesn't match an expected value, or you're unsure what you heard, repeat it back and ask them to confirm — e.g. 'I heard four four two, is that right?'"*
9. **Give empty results a caller-friendly fallback.** Any lookup that can return zero results needs a graceful recovery. Instruct: *"If a lookup returns nothing, don't say 'no records found.' Say something like 'I couldn't find that account — could you spell your last name?' or offer a different search."* (Pair with voice-friendly action error shapes — see [actions-reference.md](actions-reference.md) "Voice-Safe Action Authoring".)

### Instruction Example — Voice vs Text

**Text agent instruction:**
```agentscript
| Here are your options:
| 1. Check order status
| 2. Return an item
| 3. Speak with a representative
| Please enter the number of your choice.
```

**Voice agent instruction:**
```agentscript
| Ask the customer what they'd like help with. You can check order status, process a return, or connect them with a representative. If unclear, ask one clarifying question.
```

### Connection Blocks — how `modality` and `connection` relate

`connection` blocks are separate from `modality voice:`. **`modality voice:` configures voice *behavior*** (TTS voice, speed, STT tuning); **`connection` blocks declare the *surface/channel*** the agent is wired to. A voice agent needs both: the modality block for how it speaks, and a voice-capable connection surface for where it runs.

There is **no `connection voice:` surface type** — do not invent one. In Agent Script, the voice-capable connection surface is **`connection customer_web_client:`**, which corresponds to **Enhanced Chat v2 (ECv2)** in Agent Builder (see Agent Builder → Connections). This is the surface that makes Agent Builder **Preview** and voice work:

```agentscript
connection customer_web_client:
    adaptive_response_allowed: True
```

**Is `connection messaging:` also required?** No — it is **additive, not required for voice**. Add `connection messaging:` only if the agent escalates to a human (`@utils.escalate`); escalation is routed through it. If the agent has no human-escalation path, `customer_web_client` alone is sufficient. Most service voice agents *do* escalate, so both blocks commonly appear together (this is what the UI shows when both ECv2 and Messaging connections are enabled):

```agentscript
connection messaging:
    escalation_message: "Let me transfer you to a specialist who can help."

connection customer_web_client:
    adaptive_response_allowed: True
```

> **Choosing a surface — ECv2 (`customer_web_client`) vs Telephony.** Both ECv2 and Telephony (Service Cloud Voice) are voice-capable channels. In Agent Builder, adding *either* connection auto-enables Voice Settings. ADLC authors **`customer_web_client` (ECv2)** because it is the surface that is reliably created via the CLI/DSL today and is what Agent Builder Preview requires; Telephony/SCV channel attachment (phone number / SIP) is a UI-only step (see "Known Limitation" below). If your deployment target is Service Cloud Voice telephony, author `customer_web_client` for authoring/preview and complete the telephony channel wiring in the UI.
>
> **Do not** invent `connection voice:`, and do not remove an existing `connection messaging:` block when enabling voice — enabling voice **adds** the `modality voice:` block, the `VoiceCallId` variable, and `connection customer_web_client:`.

> **Note on the `telephony` connection type.** `actions-reference.md` lists `telephony` as an escalation-routing channel. That is a *routing* surface for the `connection` escalation block; for voice *authoring + preview* the DSL surface ADLC emits is `customer_web_client` (ECv2). See known-issues.md Issue 18 for why `CustomerWebClient` must sometimes be patched into the compiled `GenAiPlannerBundle` after publish.

## When to Add a Modality Block

| Scenario | Modality Block? |
|----------|----------------|
| Text-only agent (messaging, web chat) | No |
| Voice-only agent (telephony) | Yes — required |
| Multi-channel agent (text + voice) | Yes — voice channel uses it |
| Employee agent (internal, no customer channel) | No (employee agents are text-only) |

## Validation

The `modality voice:` block is validated during `sf agent validate`. Common issues:

- Invalid `voice_id` — must be a valid voice model ID from the org's voice provider
- Out-of-range floats — `outbound_speed` must be 0.5–2.0, others must be 0.0–1.0
- Timing values out of bounds — speak-up timers: 10s–5min, endpointing/beepboop: 0.5s–60s

## Known Limitation — Voice-Channel Deploy Is UI-Only

You can **author** and **validate** a voice bundle entirely headless (CLI/API): `sf agent validate authoring-bundle` and `sf agent publish authoring-bundle` compile and deploy the agent metadata, including the `modality voice:` block. What the CLI **cannot** do today is wire the published agent to the actual telephony/voice channel — that last-mile connection step is only available in the Agent Builder UI.

After publishing, the user must open the agent in **Agent Builder → Connections → Voice** and click **Continue** to:
1. Attach the agent to a voice channel (phone number / SIP endpoint), and
2. Optionally customize the voice and tuning (see "Default Voice — start here" above).

This is the one break in an otherwise headless flow. It is a tracked Project Codey "Steel Thread 2" gap (deploy-to-voice-channel not supported in CLI) — surface it to the user rather than implying `sf agent publish` fully activates the voice channel. Until CLI support lands, treat the UI step as a required manual handoff and tell the user exactly which screen to open.

## Steel Thread Alignment (Project Codey)

Voice work in ADLC targets **Steel Thread 2 — "Voice-Enabled Agent with Knowledge Grounding"**: build voice agents with subagents, actions, and knowledge integration (ADL / Salesforce Knowledge), then deploy to the voice channel. Two implications for authoring:

- **Pair voice with knowledge grounding.** Voice service agents are almost always FAQ/policy-backed, so `/agentforce-generate` proactively asks the Knowledge Grounding question when it detects a voice agent. The combined template is `assets/agents/voice-knowledge-grounded.agent`.
- **Deploy is the known gap.** See "Known Limitation" above — authoring and validation are headless; channel wiring is UI-only.

## Related References

- [voice-latency-heuristics.md](voice-latency-heuristics.md) — latency anti-patterns (sync writes, bulky retrieval, long turns) for authoring and trace diagnosis.
- [actions-reference.md](actions-reference.md) "Voice-Safe Action Authoring" — voice-safe action descriptions, parameter names, enums, error shapes.