Elevenlabs API key issue

Integrations Web SDK & Embeds
,
1

What do you need help with?

Bug report

Issue area

Audio Playback / AudioRenderer

Impact

Blocker - I cannot continue

Character ID

e42fae54-6861-11f0-b129-42010a7be01f

Web SDK version

“@convai/web-sdk”: “^1.6.1”,

Integration type

React

Browser

Safari

Operating system

iOS

Where does it happen?

Production site

Short summary

no elevenlabs private voice is playing

What happened?

We have successfully connected the ElevenLabs API, and the voices are syncing correctly. The ElevenLabs voices are also visible when creating or updating avatars.

However, when we interact and talk with the avatar, the selected ElevenLabs voice does not play. The avatar responds correctly, but we don’t hear any audio output from the configured ElevenLabs voice.

Interestingly, if we switch the avatar to any other available voice, it works perfectly fine and the audio plays as expected. This makes us think the issue may be specifically related to the ElevenLabs voice configuration or integration.

Could you please help us understand what might be missing or if there is any additional configuration required to make the ElevenLabs voice work with the avatar?

Please let us know if you need any logs, configuration details, voice IDs, or other information from our side to investigate this issue.

I checked the relevant documentation, resources, and similar forum posts before posting.

on

I confirm that I did not include API keys, tokens, passwords, secrets, private character data, private conversation logs, or customer data.

on

2

There have been some changes on the ElevenLabs API side. As I mentioned before, please use the post I shared for this issue, since all updates are being posted there.

There’s no need to create a duplicate topic.

3

I followed your guidance, but when I start the video call, it never actually connects. It keeps showing “Connecting” and then gets disconnected.

Also, on the web side where I’m using the Convai SDK, there is no audio playing.

and Interestingly, if we switch the avatar to any other available voice, it works perfectly fine and the audio plays as expected. This makes us think the issue may be specifically related to the ElevenLabs voice configuration or integration.

4

Hi Gayle, we reviewed the logs and confirmed that the API key and private voice are being resolved correctly. However, ElevenLabs is rejecting audio generation because the connected account does not support the required pcm_44100 output format.

ElevenLabs requires a Pro plan or higher for 44.1 kHz PCM audio. Please upgrade the connected ElevenLabs workspace or select another available Convai voice. Regenerating the API key will not resolve this particular issue.