Understanding Agent Modes: Voice & Text vs Text Only

Last updated: July 22, 2026

Interaction mode controls the kind of visitor experience your Marketing Agent should offer. Configure it from the Agent tab on an agent detail page, inside Setup & Manage.

Use this article to decide how to approach the setting and how to validate the experience before launch.

Interaction Mode controls showing Voice and Text selected and Text Only available

Before You Start

  • You need access to app.docketai.com.

  • You need an existing Marketing Agent.

  • Open the agent from Marketing Agent Configuration.

Where to Find Interaction Mode

  1. Log in to app.docketai.com.

  2. Open Marketing Agent Configuration.

  3. Select the agent you want to configure.

  4. Open the Agent tab.

  5. In Setup & Manage, open Interaction Mode.

How to Choose a Mode

Choose the interaction mode that best fits the page where the agent will appear and the type of conversation you want visitors to have.

Mode

Visitor experience

Use when

Voice & Text (Recommended)

Visitors can speak or type, and the agent responds with voice and text.

You want a more conversational experience for discovery, education, qualification, or guided selling.

Text Only

Visitors type, and the agent responds with text.

You want a quieter or more lightweight experience, such as quick answers on a focused page.

The public Docket help center describes Voice & Text as the recommended option. Still, the right choice depends on the page, visitor context, and conversion goal.

Voice, Mobile, and Language Behavior

Voice & Text mode is intended for visitors who may prefer speaking or listening instead of typing. Validate the experience on the devices your audience uses, including mobile browsers, because microphone permissions and browser behavior can affect the first interaction.

Docket can support multilingual visitor conversations when the agent has the right knowledge and instructions. If your website attracts visitors in multiple languages, keep greetings simple, avoid language-specific assumptions in the instructions, and preview common visitor questions in the languages your team expects.

If you want to deploy specific language-based agents, Docket recommends creating/cloning specific agents for each language. The language nuances are to be controlled carefully to ensure the best experience

Decision Checklist

Consideration

Guidance

Visitor context

Use a lower-friction experience when visitors are likely browsing quickly or from shared environments.

Conversation depth

Use the richer conversational option when the agent needs to qualify, explain, or guide visitors through a multi-step flow.

Page intent

Match the mode to the page goal, such as quick answers, product education, qualification, or meeting booking.

Testing

Preview the agent after changing the mode so you can confirm the visitor experience before deployment.

Recommended Setup Flow

  1. Start from the agent's goal and audience.

  2. Pick the interaction mode that fits that audience.

  3. Review Persona and Agent Instructions so the conversation style matches the selected mode.

  4. Preview the agent.

  5. If the agent is already deployed, test the live page or standalone page before sending traffic to it.

What to Check in Preview

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When you preview the agent, confirm:

  • The opening experience feels appropriate for the page.

  • The agent's greeting and instructions match the intended conversation style.

  • CTAs, meeting booking, or handoff behavior still make sense with the selected mode.

  • The experience works on the devices and browsers your visitors commonly use.

The preview page is not the final experience. As much as possible, deploy the agent on a sandbox website to make sure the experience is fitting your website and ensure the right testing environment before launching.

Best Practices

  • Configure interaction mode per agent rather than assuming every agent should behave the same way.

  • Re-test interaction mode after major edits to persona, instructions, CTAs, handoff, or deployment settings.

  • Keep the agent's opening message short and specific so visitors understand what the agent can help with.

  • Use engagement and conversion data to decide whether the mode is working for the page.

Troubleshooting

Issue

What to check

You cannot find Interaction Mode

Confirm you opened an agent detail page and are on the Agent tab.

The experience feels inconsistent

Review Persona, Agent Instructions, and Agent CTAs together with the selected mode.

You are unsure which mode to use

Start with the mode that creates the least friction for the page, then compare performance after launch.

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