Hello,
I have an ElevenLabs Enterprise API key added to my Convai account profile.
Previously this key allowed me access to select the ElevenLabs voice in my ElevenLabs account.
However, the voice always errored when pressing the preview voice arrow.
I read in the Convai documentation that a simple fix is to remove your ElevenLabs API key, then re-apply it. I did this yesterday. Now the private ElevenLabs voice option is missing.
I require two fixes please:
First that the ElevenLabs private voice is selectable again for the character.
That when applied, the specific private ElevenLabs voice should actually come through to the character and not be supplemented with a stand-in voice replacement.
The ElevenLabs API key has these 3 permissions applied:
Thank you very much for your speedy reply, I really appreciate you getting back to me so quickly.
I see, so the preview sample voice doesn’t work with ElevenLab voices. Okay, that explains that issue.
It’s been longer than 12 hours since I last update the ElevenLabs API key. But the Private ElevenLabs voice selection hasn’t appeared in the Characters Language and Speech input parameter.
Are you able to check. if there is a mistake with the backend of my Convai profile settings please?
Unfortunately even though the ElevenLabs Enterprise API key that was added last week. The ElevenLabs private voice option that was once selectable, no longer appears under the Characters voice selection.
Once this problem is resolved then I can actually try testing that the correct ElevenLabs voice is being used by the Unreal Character.
I really appreciate any help you can give me please.
Thanks Kaan
Thanks for the thumbs up, it’s much appreciated.
Kaan, Are you able to check the backend of my Convai account preferences please to see why, even though the API key is in place, the ElevenLabs Private voice option still doesn’t show up in the Characters speech and lang option selection?
Without your assistance at the backend, I can’t move forward with being able to choose the voice and get on with debugging why the voice, that was once selectable, didn’t connect with the character.
Hello,
Is there any update regarding my request for backend help please? I have been assured that nothing what so ever has changed or altered with the ElevenLabs Enterprise API key that is added to my Convai user profile.
When I first added this API key, the Private voice option became available to me in the Convai character.
But now that option has gone and doesn’t show up at all.
As a test, I set up a second Convai account yesterday, to see if a fresh profile would work.
But after the 20 hours since the exact same API key was added to that new account, the private voice option still isn’t available either.
I am certain that this is fixable at your backend.
I’m grateful for any help you can offer to help fix this problem please.
We checked and it seems that all the voices associated with your added elevenlabs account are premade. Our pipeline is configured to pull in the non-premade voices (which are essentially your custom voices).
Also for the screenshot where the private voice was selected but you got an error, can you pls share the character id ?
Sure here’s the Convai - Callie character ID: 092211f6-c092-11f0-9fd8-42010a7be025
Also here is the specific ElevenLabs voice associated with the Enterprise API key:
Callie Voice ID: 7YaUDeaStRuoYg3FKsmU
Callie Voice Link:**
Here’s evidence that the Callie voice did once appear in the Convai characters voice selection under the Private voice option. I just need this option back again, so that I can actually debug why this voice wasn’t being used in Unreal.
I think there is something wrong. I don’t think the voice is currently available. This is the error message that we can see in our logs :
status_code: 1008, body: A voice with voice_id 7YaUDeaStRuoYg3FKsmU does not exist. Message: status_code: 1008, body: A voice with voice_id 7YaUDeaStRuoYg3FKsmU does not exist.
Ah, the voice ID I passed you is from my voices, under my own ElevenLabs Creator subscription.
The Enterprise API Key is from my client’s account. I will ask them to send their Callie voice ID to me and will paste it here for you.
I’ll get back to you in a little while.
I really appreciate your help with this.
I understand how important this project is for your team and I appreciate your patience. However, this is not something we can simply fix by hard coding a voice ID on the Convai side. The custom voices are coming directly from the ElevenLabs API and use your own ElevenLabs API key and quota.
At the moment, I can add my ElevenLabs API key and see my custom voices without issues, and there is no option on our side to hard code a specific voice ID. Because of this, please make sure that your custom voice is accessible and usable in ElevenLabs, and that your ElevenLabs API configuration is correct. I also recommend adding a couple of additional test voices in ElevenLabs and checking if they appear and work correctly.
Deepankar, who is already familiar with this case, will review it again during IST business hours. In the meantime, verifying your ElevenLabs setup on your side will be the most effective next step.
Thank you for getting back to us so quickly yesterday. As Carina said our project is on a time crunch and the Callie Library voice is critical for the bespoke character we have created.
If we have a paid Convai account, would it not be possible for you/Convai to add the Callie library voice to your existing ElevenLabs Library voice selection?
Or at least give your users the option to select more ElevenLabs Library voices than the ones you currently offer?
We really appreciate any co-operation that you can make towards helping us achieve our desired outcome.
Hi Convai team - thanks for the continued responses.
To clarify with precision:
Recommending that we “use another voice for now” fundamentally misunderstands our use case. We are not selecting off‑the‑shelf voices. Callie’s voice is a proprietary creative asset tied directly to our ElevenLabs Enterprise partnership, our investors, and active collaborations with top‑tier entertainment leaders…including the founder of MARVEL and the former head of Disney. There is no substitute; this voice is the asset.
A week‑long delay in our world equals a year of lost output. That is the reality of our production pipeline and partner expectations.
Right now, Convai is the only broken link in a production chain that includes ElevenLabs Enterprise, investors, and top‑tier entertainment partners. We are UNBLINDED & ACTi for context.
So the question is simple:
Can Convai restore and stabilize our private ElevenLabs voice integration for Callie specifically so it appears and functions correctly?
Or do we need to move to another platform?
Shared with full respect and zero drama. We move quickly and need partners who can match that pace.
From our side, there is currently no additional action we can take to “force add” or hard-code this specific voice into your Convai account. Convai only surfaces the custom / private voices that are exposed via your ElevenLabs API key. Right now, when we check against the provided ElevenLabs API key, this particular voice is not appearing as a Custom Voice, which is why it does not show up as a private voice in Convai.
To move forward, please:
In your ElevenLabs Enterprise account, make sure that Callie is configured as a Custom Voice with API access enabled, under the same ElevenLabs organization and API key that you have connected to Convai.
Once that is confirmed, please share the email address of the Convai account where this ElevenLabs key is connected. After that, we can recheck and the voice should appear under Private Voices in Convai.
For reference, a similar Callie-style voice is available among the standard Convai ElevenLabs voices and can be used immediately, but since you specifically need your proprietary custom asset, the key step is ensuring Callie is correctly set up and exposed as a custom voice on the ElevenLabs side.
Share the Convai account email once the above is done, and we will verify that everything is wired up correctly.
