Converge now supports custom AI personas per tenant. Each tenant configures the AI’s name, voice character, greeting, knowledge base, and tone independently. Same backend, same telephony stack, same database — different identity per business.
Why we built this
A multi-tenant voice platform has to feel like a bespoke system to each tenant. A clinic in Sydney and a law firm in Manchester should not sound the same to their callers. The previous configuration model handled the operational differences (Twilio sub-account, appointment schedule, business hours) but defaulted the voice and persona to a single platform-wide identity. Tenants asked for more. We agreed.
What is configurable per tenant
- Voice and tone. Pick from the ElevenLabs Multilingual v2 voices, or upload a brand voice sample. Tone is set via prompt at tenant level.
- Greeting and identity. The agent introduces itself with the business name, role, and any compliance language the business needs.
- Knowledge base. Tenant-specific FAQs, business hours, services, providers, location notes. Embedded into context at call time.
- Escalation behaviour. Each tenant decides what triggers a human handoff and where the call routes when it does.
What stays platform-wide
The real-time voice pipeline (Twilio Media Streams, Whisper, GPT-4o, ElevenLabs), the appointment data model, the silence detection thresholds, and the confirmation gate — these stay platform-wide. They are the parts that need to be uniform for production reliability.
Operational notes
Per-tenant TTS audio is cached for 5 minutes by default to manage cost. The cache key includes the tenant ID, so two tenants saying “How can I help you today?” produce two cached entries. ElevenLabs request volume scales linearly with tenant count; on the existing infrastructure budget we have headroom for several tens of additional tenants before we revisit the cache TTL.
If you are thinking about Converge for an appointment-based business — clinic, professional services, dental, veterinary, salons, law firms — and the per-tenant identity question matters, this update closes the last gap.