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Your ElevenLabs Integration (BYOK)

Your workspace is connected to ElevenLabs through Bring Your Own Key (BYOK), which means you get the full benefits of your own ElevenLabs account:

Your own usage limits

Your rate limits and quotas come directly from your ElevenLabs plan, so you are never constrained by shared platform limits.

Negotiated pricing

Any volume discounts or custom pricing you have arranged with ElevenLabs apply automatically.

Voice cloning

Clone custom voices tied to your own ElevenLabs account for full ownership and portability.

Full catalog access

Your private and custom ElevenLabs voices appear alongside the full public catalog.

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What you see in the Voice Selector

  • A Your ElevenLabs badge in the panel header confirms your key is active.
  • The Saved tab shows voices linked to your ElevenLabs account.
  • The Explore tab shows the full voice catalog. When you save a voice, it is linked to your credentials automatically.

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Managing your key

Your ElevenLabs API key is managed on the Integrations page. If you need to rotate or update your key, head to Settings > Integrations.
A small number of enterprise workspaces operate without BYOK and instead use Thoughtly-managed voice credentials. If your Saved tab shows built-in default voices (like Tessa, James, Lisa) rather than your own ElevenLabs library, contact your account manager for setup assistance.

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Workspace-Level Library

Saved voices belong to the workspace, not individual users:
  • All team members can access saved voices across their agents
  • Voice selections persist across sessions
  • No per-user sharing limitations

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Premium Voices

Some voices consume more Credits per minute. These are badged with a multiplier like 2x cost or 3x cost in both the Saved and Explore tabs. Use premium voices for high-value interactions and standard voices for volume.

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Troubleshooting

  • Did you save it? In the Explore tab, click the Bookmark icon or click the voice row to save + assign. Just pressing Play does not save.
  • Check your ElevenLabs key: Your Saved tab shows voices linked to your BYOK credentials. Confirm your API key is active on the Integrations page.
  • Refresh: Close and reopen the Voice Selector panel, or refresh the Agent Builder page.
  • Vendor removal: The voice may have been removed by Cartesia or ElevenLabs.
  • Previews use sample text; real calls use your agent prompts, which may sound different.
  • Tune Presence settings (sensitivity, endpointing) to optimize real-call behavior.
  • Always test with Call Me before deploying.
  • Check your internet connection. The voice catalog may be temporarily unreachable.
  • Try refreshing the Agent Builder page.
  • If the problem persists, check the Platform Status page.
  • Add phonetic spellings to your agent prompts (e.g. “Thoughtly” → “Thought-lee”).
  • Create pronunciation entries in your Genius knowledge base.
  • Consider Voice Cloning for specialized terminology.
  • Rewrite prompts conversationally. Use contractions, short sentences, and natural phrasing.
  • Add punctuation for pacing: commas for short pauses, periods for longer breaks.
  • Try a different voice from the Explore tab.
  • Confirm the agent’s Language setting matches the voice’s language.
  • Use the Language filter chip in the Explore tab to find voices in the correct locale.
  • See Voice Optimization for accent-matching strategies.

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Still stuck?

If none of the above resolves your issue:
  1. Note your Team ID (found in workspace settings)
  2. Describe the exact steps you took and what you expected to happen
  3. Contact support with this information