When a caller goes quiet or a call runs long

These settings are on two tabs of the agent screen: Conversation and Call Control. Changes apply to calls that start after you click Save Settings.

1. In the menu on the left, click Voice Agents, then click your AI agent in the My Agents list.
2. Click the Conversation tab. Under Call Duration Settings, enter the Silence Detection time, in seconds, and the Maximum Duration, in minutes.
3. On the same tab, in the End Call Message box, write the goodbye the agent says before it hangs up.
4. Click the Call Control tab. Turn on Enable End Call Function. In End Call Trigger Phrases, enter the goodbye words that end the call, separated by commas.
5. Under Data Collection, turn Enable Call Recording on or off.
6. Under Idle Messages, type a reminder, such as “Are you still there?”, and press Enter. Then fill in Idle Timeout and Maximum Spoken Count.
7. Click Save Settings at the bottom right of the screen.

You don’t have to change everything: skip any step you don’t need.

Reminders when the caller goes quiet

When the caller has said nothing for the time in Idle Timeout (5 to 60 seconds), the agent says one of your Idle Messages, picked at random. It does this up to the Maximum Spoken Count (1 to 10 times). When the caller speaks, the count starts over. If the list of messages is empty, the agent gives no reminders.

Hanging up after a long silence

When the caller and the agent have both been quiet for the time in Silence Detection (10 to 60 seconds; new agents start at 30), the agent hangs up without saying goodbye. The count starts over each time the agent speaks, reminders included, and it stops while the agent is looking something up. So the agent gives its reminders first, then hangs up if the caller is still quiet. Keep Idle Timeout shorter than Silence Detection, or the call ends before the first reminder.

Maximum call length

When a call reaches the Maximum Duration (1 to 60 minutes; new agents start at 20), it ends right away, without a goodbye. Pick a time well above your longest normal call.

Saying goodbye

With Enable End Call Function on, the agent hangs up by itself when the conversation is over, or when the caller says one of the End Call Trigger Phrases. Before it hangs up, it says your End Call Message, for example: “Thank you for calling the Maple Street Clinic. Have a good day!” Now and then it may say goodbye in its own words instead.

With the switch off, the agent never hangs up by itself and doesn’t use the End Call Message. The call ends when the caller hangs up, after a long silence, or at the maximum length. New agents start with this switch off.

The agent listens for the trigger phrases anywhere in what the caller says. If “goodbye” is on the list, “Before I say goodbye, I have one more question” ends the call. Choose words that callers say only at the very end.

Recording

With Enable Call Recording on, you can listen to each call later in Call Logs & Analytics. With it off, calls aren’t recorded, but you still get each call’s summary and its written record. New agents start with recording on. Follow your clinic’s rules about telling patients that calls are recorded. See Listening to a call and reading its summary.

• The agent never hangs up by itself: turn on Enable End Call Function, then click Save Settings.
• A patient says the agent hung up on them: open the call and read its written record. If the patient was quiet for a while, for example while looking for their health card, raise Silence Detection or add reminders. If the patient had just said a word from your trigger list, change the End Call Trigger Phrases. If the call was long, check Maximum Duration.
• A call has no recording: Enable Call Recording was off when the call took place.