Editing Call Timings & Reminders
Published:
Overview
This guide explains how to configure call timing settings and silence reminders for an AI Voice Agent. These settings control how the agent handles periods of silence, how long calls can run, and what the agent says when a caller becomes unresponsive.
Steps to Configure Call Timings
- Navigate to Call Flows and locate the agent you want to edit.
- Ensure you are in the Advanced View.
- Go to Call Handling and click Call Timing.
Silence Timeout
- Set the Silence Timeout duration — this is how many seconds of silence must pass before the agent speaks a reminder (e.g., 10 seconds).
- Set the End Call After Timeout duration — this is how long the agent waits after delivering the reminder before ending the call.
- Set the Reminder Retries — the maximum number of times the agent will repeat the reminder before ending the call (maximum of 3).
- Click + to add one or more reminder messages. If multiple messages are added, the agent will cycle through them in order.
Maximum Call Duration
- Set the Maximum Call Duration to define the longest a call can run.
- Enter an end-of-call message that the agent will deliver when the maximum duration is reached.
- Hover over the information icon (?) on any field for additional detail.
- Once all changes are made, click Save to Draft or Publish to Production.
Key Notes
| Item | Details |
|---|---|
| Silence Timeout | Triggers after the set number of seconds with no caller input |
| Reminder Retries | Maximum of 3 retries before the agent ends the call |
| Multiple Reminders | Adding multiple messages causes the agent to cycle through them in sequence |
| Max Duration | Prevents agents from running indefinitely and burning unnecessary tokens |
| Advanced View | Must be enabled to access Call Timing settings |
