Call Behaviour and advanced settings
Call Behaviour controls how the agent handles a phone call: how long it talks, when it decides the caller has finished, what it says when something goes wrong. The defaults work well for most businesses; change a value only when you have a reason. Add it from More settings → Add setting → Call Behaviour. Every value shows its default, and Reset puts it back.
Conversation
Reply length limit | 120 tokens | The longest single spoken reply. |
Keep replies short | On | Reminds the agent that callers prefer brief answers. Custom brevity wording lets you phrase it yourself. |
Detect the caller language | On | Recognises which language the caller speaks. |
Conversation memory | 20 turns | How much of the conversation the agent remembers. |
Maximum turns | 50 | The most back-and-forth exchanges in one call. |
Maximum call length | 900 sec | After this the agent says goodbye and hangs up. |
Turn taking
Pause that ends a turn | 1 sec | How long the caller must be quiet before the agent answers. Too short and it may cut callers off mid-sentence. |
Time to start speaking | 8 sec | How long the agent waits for the caller to begin. |
Longest single turn | 30 sec | The longest the caller can speak in one go. |
Prompts before giving up | 2 | How many times the agent prompts a silent caller before ending the call. |
Provider timeout | 60 sec | How long to wait for the AI service before giving up. |
Interruption
Let callers interrupt (on): the agent stops speaking as soon as the caller starts, just like a person would.
Spoken messages
These are empty by default, and the agent then says nothing at those moments.
- When nobody answers: strongly recommended, otherwise a silent caller hears nothing. For example "Are you still there? I'm happy to help."
- Before hanging up: a closing line.
- When something fails: for example "Sorry, I'm having trouble right now. Please call again in a few minutes."
- End-of-call marker.
Show advanced settings adds Speech detection and Streaming, for specialists.
Lowering the pause that ends a turn makes the agent answer faster, but it may then cut in whenever a caller pauses to think. Change it in small steps and test with a real call.
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- Call Behaviour and advanced settings