Voice application settings

Settings holds everything that shapes how an application processes a call. Each section saves on its own, and each save pins a new version of the application: conversations already processed keep the version they started under.

What you'll need

• The Voice IntELIEgence app in your top bar.
• These permissions: Voice · Settings - View, Voice · Settings - Update.
• An existing voice application. Retiring one also needs Voice · Application - Delete.

If Voice IntELIEgence isn't in your top bar, your role can't view it or your plan doesn't include it. Ask a workspace administrator, or see Permissions and module visibility.

Steps

1. Open Settings

   Open the application and select Settings in its menu. It opens on Details, with Outputs & Grading, Templates & Routing, Redaction (PII) and KB & Chat listed beside it. Save changes at the top saves the section you are on.

   

   Inbound Support's Settings with Settings ringed in the menu, open on Details: Name, Goal, Owner Alex Morgan, Status Active with its version, Require human review, Speaker identification, the Pipeline of stages, and Retire application at the bottom.

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2. Set the details

   On Details, edit Name and Goal; Owner is read-only and Status shows the version. Require human review is Human review or Automated. Speaker identification names agents from enrolled voices. The Pipeline shows each stage, with a stage that will not run drawn dashed.

3. Choose outputs and the rubric

   On Outputs & Grading, switch Summary, Action items, Topics & sentiment, Talk-time stats and Grade on or off. With Grade on, each criterion under Grading rubric needs a Label and an answer to What counts as met?. Select Add criterion for another.

   

   Outputs & Grading with Summary, Action items, Topics & sentiment, Talk-time stats and Grade switched on, and a grading rubric of three criteria, each with its Label and What counts as met? guidance, above Add criterion.

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4. Route summaries by class

   On Templates & Routing, the Summary instruction under Default template is the prompt every summary follows. For different prompts per kind of call, turn on Enable classification, pick a Classifier from IntELIEDocs, and write a template per class under Class → template mapping. A class left empty uses the default, and each template needs at least 10 words.

   

   Templates & Routing with the default Summary instruction, Enable classification on, the Classifier set to Call Reasons with its classes Billing, Refund and Technical, and a template for each class under Class → template mapping.

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5. Set redaction and the knowledge base, then save

   Redaction (PII) links a Smart Redact and KB & Chat attaches a knowledge base; each has its own page. Select Save changes before you open another section.

What success looks like

• Settings saved. Applies to new conversations. appears and Save changes greys out.
• Status on Details shows the new version number.
• Turning Grade or Topics & sentiment off removes Grading or Topics & Sentiment from the menu, and turning Speaker identification off removes Personas.

Activating a draft, retiring an application

A draft offers Activate at the top of its pages; selecting it publishes the application and its badge reads Active. Details ends with Retire application, which stops new conversations and keeps existing data; confirm it with Confirm. The application then disappears from Voice Applications. The dialog says you can reactivate later, yet nothing in the product does that, so treat retiring as permanent.

If something goes wrong

Symptom	Likely cause	What to do
Every field is greyed out and the page reads You don't have permission to edit these settings.	Your role lacks Voice · Settings - Update in this application.	Ask the owner or an administrator. See Access.
Save changes stays greyed out.	Nothing has changed yet, or an amber message under the title names a problem.	Make a change, and fix what the message says.
An edit disappeared.	You opened another section before saving.	Make it again and save first.
A banner on every page says the classifier was not found, and uploads are blocked.	The Smart Class was deleted in IntELIEDocs.	Select Go to Templates & Routing and pick another classifier.
Retire application is greyed out.	Your role lacks Voice · Application - Delete.	Ask a workspace administrator.

Next

• Redacting personal details - Redaction (PII) in detail.
• Attaching a knowledge base - KB & Chat in detail.
• Managing personas - enrolling the voices speaker identification matches.