Parameters
Customize voice, call behavior, AI model, recording, variable extraction, and background audio.
Parameters
In the Parameters tab, you control all technical settings of your agent — from voice settings to call limits to background sounds.
Voice Settings
Here you configure how your agent's voice sounds.
| Field | Description |
|---|---|
| Speed | Speaking speed as a slider (e.g., 1.35). Default is approximately 1.0 — higher values = faster speech. |
| Emotion | Select the emotional tone of the voice from a dropdown (e.g., Neutral). Affects how friendly, factual, or dynamic the agent sounds. |
Tip
Test different combinations of speed and emotion to find the right effect for your use case. For support agents, a calmer speed (0.9–1.1) with a neutral tone is recommended.
Call Settings
Control how long calls may last and when the agent hangs up.
| Field | Description |
|---|---|
| Max. Call Duration (Min.) | Maximum call duration in minutes (e.g., 20). The call is automatically ended after this time. |
| Max. Wait Time (Sec.) | How long the agent waits during silence before ending the call (e.g., 60 seconds). |
Mind the Time Limits
Don't set the maximum call duration too low — complex queries need time. 20 minutes is a good default. The wait time should be at least 30 seconds so callers have time to respond.
AI Model
Influence the behavior of the underlying language model.
| Field | Description |
|---|---|
| Temperature | Slider from 0 to 1 (e.g., 0.50). Lower values = more predictable, factual responses. Higher values = more creative, varied responses. |
Recommendation
For most use cases, a temperature between 0.3 and 0.6 is ideal. Higher values are only worthwhile for creative scenarios (e.g., role-playing or brainstorming).
Recording & Privacy
Define whether calls are recorded and how data is handled.
| Field | Description |
|---|---|
| Record Audio | Enables recording of the call audio. The recording is then available in the call overview. |
| Automatic Deletion | When enabled, recordings are automatically deleted after a defined period. |
Privacy Notice
Inform callers about the recording — ideally right in the conversation opener. In many countries, active consent is required.
Variable Extraction
After the conversation, ScaleTalk automatically extracts structured data from the transcript. Here you define which variables should be captured.
Each variable consists of:
- Name — The key name (e.g.,
Name,Category,Urgency) - Description — What the variable should contain, so the model extracts the correct value
Recommended Variable Sets
| Complexity | Variables |
|---|---|
| Minimal | Name, Concern, Phone, Category, Next_Steps |
| Standard | Name, Company, Concern, Category, Phone, Email, Urgency, Next_Steps |
| Extended | Name, Company, CustomerNumber, Concern, Category, Subcategory, Phone, Email, Urgency, Next_Steps, AdditionalInfo |
Example Configuration
| Variable | Description |
|---|---|
Name | Full name of the caller |
Company | Company name of the caller, if mentioned |
Concern | Summary of the concern in 1-2 sentences |
Category | Classification: Sales, Support, Accounting, Other |
Phone | Callback number of the caller |
Urgency | Low, Medium, or High |
Next_Steps | What should happen next |
Tip: Restrict Values
Restrict variables like Category or Urgency to fixed values. Instead of "Category of the call," write: "Classification: Sales, Support, Accounting, Other." This gives you consistent, filterable values.
Using Extracted Variables
The extracted variables are used in several places:
- In the email subject of follow-up emails
- In the webhook payload sent to external systems
- In the call overview for filtering and analysis
Background Audio
Make conversations more natural with ambient sounds and thinking sounds.
| Field | Options | Description |
|---|---|---|
| Ambient Sounds | Office | Subtle office background noise. Creates the impression that the agent is sitting in a real office environment. |
| Thinking Sounds | Keyboard typing, Keyboard typing short | Typing sounds that play while the agent prepares a response. Bridges wait times naturally — as if someone is looking something up. |
More Options Coming Soon
Currently, only the Office option is available for ambient sounds. Additional options like cafe, reception, etc. will be added soon.
Tip
Ambient sounds and thinking sounds can make a big difference. A subtle office sound combined with keyboard typing makes the agent appear significantly more human.