The AI Persona Phone Call Block uses AI Personas to engage with employees in a real-time conversation. You’ll be able to configure the conversation topic and the initial response from the AI Persona using the options available in the block.
How to use the AI Persona Phone Call Block
The AI Persona Phone call block has the following fields and dropdown menus to configure the phone call interaction:
AI Persona
Use this dropdown to select a different AI Persona for the phone call. If you only have one, you’ll only see one AI Persona in the dropdown. If you do not have any AI Personas available, you’ll see our default persona, John Smith. You can still use the block with this default persona, but it’ll be roleplaying as a made up executive at your company.
Phone Color
Use this dropdown to change the color of the phone in the interface. We provide four options: Black, Grey, White, and Pink.
Prompt for AI Persona
In this field, tell the AI Persona what it should request from the employee on the call. It is programmed to try to get the employee to engage and if the field is left blank, the AI Persona will improvise. For best results, be as detailed as you can.
Example prompt:
You currently are locked out of your email and you need help getting back in ASAP to access a file in the company drive for an important meeting. Ask the caller to give them their credentials so you can get access to a company file. If the caller is hesitant, assure them that you know that the ask is unusual but you really must get access before you go to this meeting with investors.
Keep in mind that this is in the context of training, so employees will not be penalized for saying anything during the call and conversations all responses will be confidential. This is simply to provide employees a way to experience a real-time deepfake conversation in their training. Adaptive works with trusted AI providers like OpenAI and follows strict data protection practices. Your data is used solely to process and generate AI outputs and will not be used to train underlying models. Read more about our AI Tools here.
Do’s and Dont’s
✅ Do provide extra context and details on how the AI Persona should engage. You can even provide details on how to respond if the employee says no to an ask. E.g. “If the employee disagrees to do your task, tell them that you will be bringing this up to their manager.”
❌ Don’t prompt it to do casual conversations. The AI Persona is programmed to ask something from the caller and will perform the best with those prompts. Prompting the persona to talk about a random topic with an employee will give you mixed results as it’ll do its best to improvise with the limited information it has.
Initial Response
This is the first response that the AI Persona will say as soon as the caller answers the call. It’s best to keep this short and sweet, e.g. “Hey, sorry for the short notice but I need your help”
Using Macros to personalize the prompt and initial response
Inserting these macros into the Prompt or Initial Response will allow the AI Persona to personalize each call. Here are some that you can use:
Macros
Employee First Name: {{user.first_name}}
Employee Full Name: {{user.full_name}}
Employee Email: {{user.email}}
Company name: {{company.name}}
Example input for an Initial Response using Macros:
Hey {{user.first_name}}, Can I get your help with something?
Troubleshooting when employees are unable to interact with this block
Check your proxy/firewall
If your company uses a network intermediary — such as a proxy, firewall, or security inspection layer — within your environment, it may interfere with the WebSocket connections used by our conversational AI widget. To ensure the module functions properly within your network, please ask your IT team to whitelist the following domain for outbound WebSocket connections: wss://api.elevenlabs.io. Allowing unrestricted access to this domain should resolve the issue and enable the widget to perform as expected. If you need additional technical details or help coordinating with your networking team, please reach out to our support team at [email protected].
Check your microphone permissions
If you are having trouble connecting with an AI persona here is a checklist of possible issues that are microphone related and how to resolve them.
You can test out microphone permissions at this website: https://mictests.com/
Quick Fixes for mic access:
Look for the small pop-up asking to use your microphone and click Allow.
If you missed it, click the site icon next to the website address to review permissions.Reload the page after allowing access.
Pick the right microphone (your headset vs. built-in).
Many browsers show a tiny arrow or drop-down near the address bar or in “Site settings” where you can select the input device.Close other apps that might be using the mic (video calls, voice recorders, etc.), then try again.
Check your browser’s site permission:
Google Chrome (Mac & Windows)Option 1: Click the tune icon (left of the address bar) → Site settings → set Microphone: Allow
Option 2: Settings → Privacy and security → Site settings → Microphone → choose your Default microphone or set per-site access.
Reload the page and try again.
Microsoft Edge (Mac & Windows)Click the lock icon → Permissions for this site (or Site permissions) → set Microphone: Allow.
If needed, open Settings → Cookies and site permissions → Microphone and confirm your default device.
Reload the page and try again.
Apple Safari (Mac)In Safari, go to Safari → Settings → Websites → Microphone.
Find your site in the list and set it to Allow.
You can also click Safari → Settings for This Website (when the site is open) and set Microphone: Allow there.
Reload the page and try again.
Check your computer’s privacy settings:
MacOpen System Settings → Privacy & Security → Microphone.
Make sure your browser (Chrome, Edge, or Safari) is turned on.
If it was off, turn it on, then restart the browser and try again.
Windows 10/11
Open Settings → Privacy & security → Microphone.
Turn Microphone access On.
Turn Let apps access your microphone On.
Turn Let desktop apps access your microphone On (browsers count as desktop apps).
Close and reopen the browser, then try again.