Can’t Find Your Brand Voice

You’re trying to assign a Brand Voice to a Site or Agent, but it’s not showing up in the dropdown menu. The voice might exist, but Studio isn’t letting you select it — or it’s just not appearing where you expect.

This is almost always a visibility or connection issue, not a deletion or loss of data.

What to check

Run through this quick list to locate the issue:

• Is the Brand Voice actually saved?
  If you started creating one but didn’t click Save, it won’t be available.
• Is it assigned to the right Site?
  Brand Voices must be explicitly connected to the Site you're working in. If they’re not linked, they won’t appear in that Agent.
• Is the Brand Voice active?
  Disabled or archived voices won’t show up in selection menus.
• Are you in the correct Agent or workspace?
  You may be looking at an Agent under a different Site that doesn’t share access to that voice.

How to fix it

1. Go to Branding → Brand Voices
   Confirm that your voice appears in the list and is marked as active.
2. Open the Site you're working in
   Under the Site Info panel, check whether the Brand Voice is linked to that Site. If not, click + Add Brand Voice.
3. Reopen the Agent
   Once the voice is properly linked to the Site, it will appear in the Agent's dropdown.
4. Still can’t see it?
   Try refreshing the page or duplicating the Agent to trigger a refresh of available voice options.

If you’ve confirmed the Brand Voice exists and is active, but it’s still not selectable, contact support and include:

• The name of the Brand Voice
• The Site where you expect it to appear
• A screenshot of the Agent configuration

We’ll investigate and manually restore visibility if needed.