# Voice AI : Noise Cancellation & Backchanneling > Improve Voice AI call clarity with Noise Cancellation and Backchanneling. Learn how to enable the Labs feature, reduce background noise, and customize affirmations. - Source: https://docs.ghlcustomercare.com/docs/ai-employee/voice-ai/voice-ai-noise-cancellation-backchanneling - Section: AI Employee / Voice AI - Reading time: 4 min - Images: 6, each explained below --- Give every voice conversation studio-quality clarity and a natural “human” feel. GHL Customer Care’s Noise Cancellation cleans up background distractions while Back channeling adds brief acknowledgments (like “uh-huh”) to signal active listening. Enable and configure them directly in agent settings, tune a few options, and improve comprehension, confidence, and call flow in minutes.Before configuring these options on an agent, enable Voice AI – Noise Cancellation & Backchanneling from Labs. --- **TABLE OF CONTENTS** - [What is Voice AI Noise Cancellation & Backchanneling?](#what-is-voice-ai-noise-cancellation-and-backchanneling) - [Key Benefits of Voice AI Noise Cancellation & Backchanneling](#key-benefits-of-voice-ai-noise-cancellation-and-backchanneling) - [Noise Cancellation Modes](#noise-cancellation-modes) - [Backchanneling Settings](#backchanneling-settings) - [How To Set Up Voice AI Noise Cancellation & Backchanneling](#how-to-set-up-voice-ai-noise-cancellation-and-backchanneling) - [Best Practices & Recommended Defaults](#best-practices-and-recommended-defaults) - [Frequently Asked Questions](#frequently-asked-questions) - [Related Articles](#related-articles) --- # **What is Voice AI Noise Cancellation & Backchanneling?** Noise Cancellation and Backchanneling are audio enhancements for Voice AI calls. Noise Cancellation reduces ambient distractions so the primary speaker is easier to understand, while Backchanneling inserts short, natural listener cues during brief pauses to keep conversations flowing. Together, they make AI-handled calls clearer and more engaging without changing your existing call flows. --- ## **Key Benefits of Voice AI Noise Cancellation & Backchanneling** Understanding the practical outcomes helps you decide when to enable each setting and how to configure them for your environment, team, and brand voice. - **Clarity:** fewer repeats and misheard details, even in busy environments. - **Professionalism:** consistent, polished sound that reflects your brand standard. - **Engagement:** subtle cues show the caller they’re being heard and understood. - **Efficiency:** smoother pacing reduces “sorry, say that again” interruptions. - **Customization:** adjustable frequency and editable phrases to match tone. --- ## **Noise Cancellation Modes** Choose the Noise Cancellation level that fits your workspace. Start with a general filter for typical office noise and escalate to suppress overlapping voices if your teams work in shared spaces or call centers. - **Remove Noise:** filters common ambient sounds (e.g., HVAC hum, keyboard taps, traffic). - **Remove Noise + Background Speech:** adds suppression of overlapping voices for maximum intelligibility in shared environments. ![Step 2 of 2: Remove Noise + Background Speech: adds suppression of overlapping…](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155059182721/original/n2iS_-KubSrfPydcpa_RLIZzDJ-KDzWOTQ.png) **Step 2 of 2: Remove Noise + Background Speech: adds suppression of overlapping…** This screenshot accompanies step 2 of 2 in the "Noise Cancellation Modes" section of "Voice AI: Noise Cancellation & Backchanneling". At this point in the walkthrough you remove Noise + Background Speech: adds suppression of overlapping voices for maximum intelligibility in shared environments. - What this covers: Remove Noise + Background Speech: adds suppression of overlapping voices for maximum intelligibility in shared environments. Full procedure: 1. Remove Noise: filters common ambient sounds (e.g., HVAC hum, keyboard taps, traffic). 2. Remove Noise + Background Speech: adds suppression of overlapping voices for maximum intelligibility in shared environments. <- this image --- ## **Backchanneling Settings** Backchanneling mirrors natural conversation by adding quick acknowledgments during micro-pauses. The right cadence and words keep the caller comfortable without interrupting their train of thought. - **Backchannel Frequency:** set how often brief acknowledgments occur (from rare to frequent). - **Backchannel Words:** edit the list of short phrases (e.g., “yeah,” “okay,” “uh-huh”) to align with your brand, language, and culture. ![Step 2 of 2: Backchannel Words: edit the list of short phrases (e.g., “yeah,”…](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155059182821/original/vUCH4RFVyrHdIqt2mW8zPdvUibt-cnnyog.png) **Step 2 of 2: Backchannel Words: edit the list of short phrases (e.g., “yeah,”…** This screenshot accompanies step 2 of 2 in the "Backchanneling Settings" section of "Voice AI: Noise Cancellation & Backchanneling". At this point in the walkthrough you backchannel Words: edit the list of short phrases (e.g., “yeah,” “okay,” “uh-huh”) to align with your brand, language, and culture. - What this covers: Backchannel Words: edit the list of short phrases (e.g., “yeah,” “okay,” “uh-huh”) to align with your brand, language, and culture. Full procedure: 1. Backchannel Frequency: set how often brief acknowledgments occur (from rare to frequent). 2. Backchannel Words: edit the list of short phrases (e.g., “yeah,” “okay,” “uh-huh”) to align with your brand, language, and culture. <- this image --- ## **How To Set Up Voice AI Noise Cancellation & Backchanneling** A clean, repeatable setup ensures consistent audio quality across agents and sub-accounts. Configure at the agent level where available, then validate with a quick test call. ### **Enable the Feature in Labs** 1. Navigate to **Settings > Labs**. 2. Locate **Voice AI – Noise Cancellation & Backchanneling**. 3. Turn the feature on. 4. Return to **Voice AI > Agents** to configure the feature for the desired agent. ### **Configure an Agent** - Navigate to **Voice AI → Agents** and select **Edit** on the agent you want to update. ![Step 1 of 5: Navigate to Voice AI → Agents and select Edit on the agent you want to…](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155073605856/original/h3YbDVYHqff2GhbashybOzfZ0DW7zecLzw.png) **Step 1 of 5: Navigate to Voice AI → Agents and select Edit on the agent you want to…** This screenshot accompanies step 1 of 5 in the "Configure an Agent" section of "Voice AI: Noise Cancellation & Backchanneling". At this point in the walkthrough you navigate to Voice AI → Agents and select Edit on the agent you want to update. The next step is to open the Advanced Settings panel. - Where to go: Navigate to Voice AI → Agents and select Edit on the agent you want to update. - Controls: Voice AI → Agents, Edit, Advanced Settings, Noise Cancellation, Backchanneling, Frequency, Backchannel Words, Save - Next: Open the Advanced Settings panel. Full procedure: 1. Navigate to Voice AI → Agents and select Edit on the agent you want to update. <- this image 2. Open the Advanced Settings panel. 3. Choose your Noise Cancellation mode. 4. Enable Backchanneling, set Frequency, and adjust Backchannel Words if desired. 5. Click Save. - Open the **Advanced Settings** panel. ![Step 2 of 5: Open the Advanced Settings panel](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155073605866/original/KTVwRxCq-KbWnuj8BWZrrzhB4msW47fdGQ.png) **Step 2 of 5: Open the Advanced Settings panel** This screenshot accompanies step 2 of 5 in the "Configure an Agent" section of "Voice AI: Noise Cancellation & Backchanneling". At this point in the walkthrough you open the Advanced Settings panel. For context, this section explains: Navigate to Voice AI → Agents and select Edit on the agent you want to update. Open the Advanced Settings panel. Choose your Noise Cancellation mode. Enable Backchanneling, set Frequency, and adjust Backchannel Words if desired. Click Save. The next step is to choose your Noise Cancellation mode. - Where to go: Open the Advanced Settings panel. - Controls: Advanced Settings, Voice AI → Agents, Edit, Noise Cancellation, Backchanneling, Frequency, Backchannel Words, Save - Next: Choose your Noise Cancellation mode. Full procedure: 1. Navigate to Voice AI → Agents and select Edit on the agent you want to update. 2. Open the Advanced Settings panel. <- this image 3. Choose your Noise Cancellation mode. 4. Enable Backchanneling, set Frequency, and adjust Backchannel Words if desired. 5. Click Save. - Choose your **Noise Cancellation** mode. ![Step 3 of 5: Choose your Noise Cancellation mode](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155073605852/original/hmaPzepIkway28zCoWzi_9j372elVUSisQ.png) **Step 3 of 5: Choose your Noise Cancellation mode** This screenshot accompanies step 3 of 5 in the "Configure an Agent" section of "Voice AI: Noise Cancellation & Backchanneling". At this point in the walkthrough you choose your Noise Cancellation mode. For context, this section explains: Navigate to Voice AI → Agents and select Edit on the agent you want to update. Open the Advanced Settings panel. Choose your Noise Cancellation mode. Enable Backchanneling, set Frequency, and adjust Backchannel Words if desired. Click Save. The next step is to enable Backchanneling, set Frequency, and adjust Backchannel Words if desired. - What to choose: Choose your Noise Cancellation mode. - Controls: Noise Cancellation, Voice AI → Agents, Edit, Advanced Settings, Backchanneling, Frequency, Backchannel Words, Save - Next: Enable Backchanneling, set Frequency, and adjust Backchannel Words if desired. Full procedure: 1. Navigate to Voice AI → Agents and select Edit on the agent you want to update. 2. Open the Advanced Settings panel. 3. Choose your Noise Cancellation mode. <- this image 4. Enable Backchanneling, set Frequency, and adjust Backchannel Words if desired. 5. Click Save. - Enable **Backchanneling**, set **Frequency**, and adjust **Backchannel Words** if desired. ![Step 4 of 5: Enable Backchanneling, set Frequency, and adjust Backchannel Words if…](https://s3.amazonaws.com/cdn.freshdesk.com/data/helpdesk/attachments/production/155073605849/original/Ee785jaX6keR-W_yWEpNBlPpKmIK2NdvBQ.png) **Step 4 of 5: Enable Backchanneling, set Frequency, and adjust Backchannel Words if…** This screenshot accompanies step 4 of 5 in the "Configure an Agent" section of "Voice AI: Noise Cancellation & Backchanneling". At this point in the walkthrough you enable Backchanneling, set Frequency, and adjust Backchannel Words if desired. The next step is to click Save. - What this covers: Enable Backchanneling, set Frequency, and adjust Backchannel Words if desired. - Controls: Backchanneling, Frequency, Backchannel Words, Voice AI → Agents, Edit, Advanced Settings, Noise Cancellation, Save - Next: Click Save. Full procedure: 1. Navigate to Voice AI → Agents and select Edit on the agent you want to update. 2. Open the Advanced Settings panel. 3. Choose your Noise Cancellation mode. 4. Enable Backchanneling, set Frequency, and adjust Backchannel Words if desired. <- this image 5. Click Save. - Click **Save**. ### **Test Before Going Live** - Use the built-in **Test** options (e.g., **Call Me** or **Web Call**) to preview clarity and cadence. - Have a teammate speak from a typical environment (open office, car, café) to validate results. - Review the call in **Voice AI → Dashboard/Logs** to confirm audio quality and pacing. --- ## **Best Practices & Recommended Defaults** Default, battle-tested settings help teams see immediate gains while minimizing side effects. Adjust from here based on real call recordings and feedback. - **Start simple:** **Remove Noise** only; escalate to **Background Speech** suppression if nearby talk remains distracting. - **Moderate cadence:** set **Backchannel Frequency** to a middle value for natural flow. - **Short, neutral phrases:** keep acknowledgments brief and culturally appropriate. - **Tune with other automations:** if you use **Idle Reminder Timer**, avoid overly frequent backchannels that could crowd the conversation; consider a higher idle threshold. - **Validate with real scenarios:** test in the actual environments where agents work. --- ## **Frequently Asked Questions** **Q: Do these enhancements affect both what the caller hears and what the agent hears?** Yes. Noise suppression focuses audio on the primary speaker, improving clarity on both sides of the call. **Q: Will Backchanneling talk over the caller?** Backchanneling inserts brief acknowledgments only during short pauses to avoid interrupting speech. **Q: Can I customize phrases by language?** Yes. You can edit the **Backchannel Words** list. Keep phrases short and ensure your selected voice supports the language. **Q: Can I enable different settings per agent?** Yes, when agent-level Audio Enhancements are available. Edit each agent to apply specific Noise and Backchanneling settings. **Q: What should I test before rollout?** Validate clarity in typical environments (open office, car), confirm cadence feels natural, and review recordings/logs for any suppression of intended voices. **Q: Why do I not see Noise Cancellation or Backchanneling in my agent settings?** Validate clarity in typical environments (open office, car), confirm cadence feels natural, and review recordings/logs for any suppression of intended voices. --- ## **Related Articles** - **[](https://docs.ghlcustomercare.com/docs/ai-employee/voice-ai/overview-of-voice-ai-agents)**[](https://docs.ghlcustomercare.com/docs/ai-employee/voice-ai/overview-of-voice-ai-agents)[AI Voice Agents Overview](https://docs.ghlcustomercare.com/docs/ai-employee/voice-ai/overview-of-voice-ai-agents) - [Creating Voice AI Agents](https://docs.ghlcustomercare.com/docs/ai-employee/voice-ai/how-to-create-voice-ai-agents)  - [Testing Voice AI Agents](https://docs.ghlcustomercare.com/docs/ai-employee/voice-ai/how-to-test-voice-ai-agents)  - [Inbound Call Flow for Voice AI Calls](https://docs.ghlcustomercare.com/docs/ai-employee/voice-ai/voice-ai-how-to-configure-inbound-call-flow)  - [Voice Integrity: Fix “Spam Likely”](https://docs.ghlcustomercare.com/docs/phone-system/phone-numbers/improve-your-phone-number-s-reputation-with-voice-integrity) [](https://docs.ghlcustomercare.com/docs/phone-system/phone-numbers/improve-your-phone-number-s-reputation-with-voice-integrity)**[](https://docs.ghlcustomercare.com/docs/phone-system/phone-numbers/improve-your-phone-number-s-reputation-with-voice-integrity)** --- Documentation for GHL Customer Care. Support: support@ghlcustomercare.com