Call Behavior Settings

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Overview

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Response Delay

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What is Response Delay?

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Configuration

1. Open Call Settings section
2. Locate Response Delay slider
3. Adjust value (shows in milliseconds)
4. Current value displays next to slider
5. Save changes

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Impact on Conversation Flow

• Very responsive, snappy conversations
• Feels more dynamic and engaging
• Efficient for simple Q&A
• Better for impatient callers

• May cut off users who pause naturally
• Can interrupt multi-part questions
• Feels rushed for some users
• May miss end of long answers

• Balanced, natural conversation pace
• Allows brief pauses without cutting off
• Works for most use cases
• Professional feel

• May feel slightly slow for rapid exchanges
• Not ideal for very simple interactions

• Very thoughtful, deliberate responses
• Great for users who speak slowly or pause
• Better for complex topics requiring thought
• Comfortable for elderly or non-native speakers

• Can feel slow or unresponsive
• Inefficient for simple questions
• May frustrate fast-paced callers

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Response Delay by Use Case

• Recommended: 300-400ms
• Reasoning: Efficiency matters, questions are usually straightforward
• Example: “What are your hours?” → Quick response expected

• Recommended: 500-700ms
• Reasoning: Users need time to describe issues, check things
• Example: “My device shows error X when I…” → User may pause to read error

• Recommended: 300-500ms
• Reasoning: Dynamic conversation, but allow for objection handling
• Example: Balance between energy and letting prospects speak

• Recommended: 600-800ms
• Reasoning: Callers may be elderly, anxious, or need time to find information
• Example: “Let me find my insurance card…” → Needs patience

• Recommended: 700-1000ms
• Reasoning: People need time to think about answers
• Example: “On a scale of 1-10…” → Requires contemplation

• Recommended: 400-600ms
• Reasoning: Moderate pace for checking calendars
• Example: “Let me check my calendar…” → Brief pause acceptable

• Recommended: 600-900ms
• Reasoning: Complex information, users may need to take notes
• Example: Delivering important terms → Don’t rush

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Testing Response Delay

1. Natural Pausers: Have someone who pauses mid-sentence test
2. Fast Talkers: Have rapid speakers test for cut-offs
3. Question Sequences: “I have two questions…” (does it wait?)
4. Listing Items: “I need help with X, Y, and Z” (catches all three?)
5. Thinking Out Loud: “So I’m wondering…” (patient enough?)

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Interruption Handling

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What is Interruption?

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Configuration

1. Open Call Settings section
2. Find Interrupt toggle
3. Toggle on (enabled) or off (disabled)
4. Save changes

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When Interruptions are Enabled

• Agent speaks response
• User starts speaking
• Agent immediately stops and listens
• Agent acknowledges interruption (optional)
• User completes their input
• Agent responds to new input

Agent: "Our business hours are Monday through Friday, 9 AM to—"
User: "Actually, I need weekend hours"
Agent: [stops speaking] "For weekend hours, we're open Saturday..."

• Customer service conversations
• Sales calls (engagement is key)
• Support where users may have urgent questions
• Natural, human-like conversations
• Interactive Q&A sessions

• Natural conversation flow
• Users don’t have to wait for full response
• Better for correcting misunderstandings
• More engaging experience

• Agent may be cut off before delivering full message
• Important information could be missed
• May be interrupted by background noise

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When Interruptions are Disabled

• Agent speaks complete response
• User speaking during this time is ignored
• After agent finishes, system listens for user input
• User must wait for agent to complete

Agent: "Our business hours are Monday through Friday, 9 AM to 6 PM,
       and Saturday 10 AM to 4 PM. We're closed on Sundays."
User: [tries to speak but agent continues]
Agent: [finishes complete response]
System: [now listening for user input]
User: "What about holidays?"

• Critical information delivery
• Legal disclaimers
• Compliance statements
• Step-by-step instructions
• Confirmation of important actions
• Medical information
• Safety warnings

• Ensures complete information delivery
• No partial messages
• Better for structured scripts
• Clearer for complex multi-step instructions

• Feels less natural
• Frustrating if agent is verbose
• Users may want to interject
• Less engaging conversation

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Mixed Approach (Prompt-Based)

# Interruption Handling

Allow users to interrupt naturally during normal conversation.

However, for critical information, say:
"Let me share some important information - I'll need about 30 seconds."

Then deliver the critical information. Users are less likely to interrupt
when they know it's important and time-bounded.

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Interruption Handling by Use Case

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User Inactivity Timeout

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What is Inactivity Timeout?

• User stepped away
• User is confused or doesn’t know what to say
• Connection issues
• User is multitasking (looking for information)

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Configuration

1. Open Call Settings section
2. Locate User Inactivity Timeout slider
3. Adjust value (shows in seconds)
4. Save changes

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How It Works

1. User stops speaking
2. Agent responds (if applicable)
3. Silence begins
4. After [timeout] seconds of silence:
   • Agent proactively asks if user is still there
   • “Are you still there?”
   • “Is there anything else I can help with?”
   • “I’m here whenever you’re ready.”
5. If user responds: Continue conversation
6. If still silent: Repeat or end call (configurable in prompt)

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Timeout Duration Guidelines

• High-volume call centers
• Simple transactional interactions
• Efficient, quick exchanges
• Queue management scenarios

• May feel rushed
• Not enough time to look up information
• Frustrating for multi-tasking users

• General customer service
• Balanced approach
• Most business use cases
• Default recommendation

• May be too long for simple interactions
• May be too short for complex lookups

• Complex information gathering (user checking documents)
• Elderly or deliberate callers
• Healthcare/medical (finding insurance cards)
• Technical support (checking error messages)

• Very long silence can feel awkward
• Inefficient for simple calls
• May indicate dropped connection

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Inactivity Timeout by Use Case

• Recommended: 15-20 seconds
• Reasoning: Balanced patience, not too rushed
• Poke Message: “I’m still here if you need anything else.”

• Recommended: 20-30 seconds
• Reasoning: Users may be checking error messages, cables, settings
• Poke Message: “Take your time. Let me know when you’re ready.”

• Recommended: 15-25 seconds
• Reasoning: Users checking calendars
• Poke Message: “I’ll wait while you check your schedule.”

• Recommended: 10-15 seconds
• Reasoning: Keep momentum, but allow thinking
• Poke Message: “Do you have any questions I can answer?”

• Recommended: 20-30 seconds
• Reasoning: People need time to think about ratings/feedback
• Poke Message: “Take your time to think about your answer.”

• Recommended: 5-10 seconds
• Reasoning: Simple questions, quick answers
• Poke Message: “Is there anything else you need?”

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Customizing Poke Messages

# Handling Silence

After 15 seconds of silence:
First time: "I'm still here. Take your time if you're looking something up."
Still silent: "No rush! I'm here whenever you're ready."
Extended silence (30s+): "I'll let you go for now. Feel free to call back anytime!"

Then end the call gracefully.

• Be reassuring, not demanding
• Acknowledge they may be busy (“looking something up”)
• Offer to wait or call back
• Don’t make user feel bad about silence

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Max Call Duration

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What is Max Call Duration?

• Prevent runaway costs
• Handle stuck calls
• Set clear boundaries
• Protect against infinite loops

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Configuration

1. Open Call Settings section
2. Locate Max Call Duration slider
3. Adjust value (shows in seconds)
4. Save changes

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How It Works

1. Call begins
2. Timer starts
3. At [max duration - 30s]: Agent warns (optional via prompt)
   • “We have about 30 seconds left. Is there anything else?”
4. At [max duration]: Call ends with farewell message
5. Call terminates gracefully

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Duration Guidelines by Use Case

• Use Cases: Balance check, hours lookup, simple FAQ
• Why: Simple information, in and out
• Example: “What are your hours?” → 45 second call

• Use Cases: Customer support, appointment booking, basic troubleshooting
• Why: Moderate complexity, multiple steps
• Example: Schedule appointment → 2-3 minute call

• Use Cases: Technical troubleshooting, detailed sales, consultations
• Why: Complex issues require time
• Example: Troubleshoot device → 5-7 minute call

• Use Cases: Customer satisfaction surveys, feedback collection
• Why: Multiple questions, time to think
• Example: 10-question survey → 3-4 minutes

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Max Duration Recommendations

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Handling Max Duration in Prompts

# Max Call Duration Handling

The system will notify you when 60 seconds remain.

At that point:
"I want to make sure I help you before our time is up. What's the most
important thing I can help you with right now?"

If user has additional needs:
"I can schedule a callback or transfer you to someone who can continue
helping you. Which would you prefer?"

At max duration:
"I need to wrap up our call now. Here's a summary of what we covered: [brief summary]
Thank you for calling!"

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Monitoring Call Duration

• Average call duration
• % of calls hitting max duration
• Completion rate vs. duration
• User satisfaction vs. duration

• If >5% of calls hit max: Increase limit
• If average is <50% of max: Consider decreasing for efficiency
• If abandonment increases near max: Add warning prompts

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Background Noise (Ambient Sound)

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What is Background Noise?

• Reduce “dead air” feeling
• Simulate call center environment
• Make AI feel more human
• Provide auditory continuity

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Configuration

• Disabled (Default): Pure AI voice, no background
• Enabled: Subtle background ambiance

1. Open Call Settings section
2. Find Ambient Sound toggle
3. Enable or disable
4. Save changes

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When to Use Background Noise

• Agent positioned as call center representative
• Simulates realistic environment
• Reduces AI “uncanny valley”

• Match existing IVR or call center sound
• Consistent experience across channels

• Some users find complete silence uncomfortable
• Gentle background provides continuity

• High-end brands may want “perfect” audio
• Background noise can seem cheap

• Medical information
• Legal disclaimers
• Complex instructions

• Creates processing artifacts
• Conflicts with noise removal

• Poor connections already have noise
• Adding more degrades quality

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Background Noise Characteristics

• Subtle office ambiance
• Very low volume (not distracting)
• Consistent throughout call
• No specific identifiable sounds

• Mixed at -30dB to -40dB below voice
• Barely noticeable but present
• Never interferes with speech clarity

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Thinking Voice

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What is Thinking Voice?

• “Hmm…”
• “Let me see…”
• “Okay…”
• “Ah, yes…”
• Natural pauses before responses

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Configuration

• Disabled (Default): Direct, efficient responses
• Enabled: Natural pauses and fillers

1. Open Call Settings section
2. Find Thinking Voice toggle
3. Enable or disable
4. Save changes

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How Thinking Voice Works

User: "What are your hours?"
Agent: [immediate] "We're open Monday through Friday 9 AM to 6 PM."

User: "What are your hours?"
Agent: [brief pause] "Let me check that for you...
       We're open Monday through Friday, 9 AM to 6 PM."

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Benefits of Thinking Voice

• Mimics natural human behavior
• People pause before answering
• Reduces “AI” feeling

• Makes latency feel intentional
• Covers technical delays gracefully
• Users more patient when agent “thinks”

• Natural transitions between topics
• Less jarring subject changes
• Feels more thoughtful

• Users don’t feel rushed
• Comfortable pauses in conversation
• Time to process information

• Adds 1-3 seconds per response
• Less efficient
• Longer call durations

• Some contexts demand crisp responses
• Can seem uncertain or hesitant
• May reduce authority perception

• Technical information delivery
• Time-sensitive scenarios
• High-volume quick transactions

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Thinking Voice by Use Case

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Combining Thinking Voice with Other Settings

Response Delay: 500-600ms
Interrupt: Enabled
Thinking Voice: Enabled
Background Noise: Optional

Response Delay: 300-400ms
Interrupt: Disabled (for important info)
Thinking Voice: Disabled
Background Noise: Disabled

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Call Behavior Presets

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Preset 1: Friendly Customer Service

Response Delay: 400ms
Interrupt: Enabled
Inactivity Timeout: 20s
Max Call Duration: 360s (6 minutes)
Background Noise: Optional
Thinking Voice: Enabled

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Preset 2: Professional Corporate

Response Delay: 500ms
Interrupt: Disabled (for critical info)
Inactivity Timeout: 15s
Max Call Duration: 300s (5 minutes)
Background Noise: Disabled
Thinking Voice: Disabled

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Preset 3: Fast-Paced Sales

Response Delay: 300ms
Interrupt: Enabled
Inactivity Timeout: 10s
Max Call Duration: 300s (5 minutes)
Background Noise: Disabled
Thinking Voice: Disabled

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Preset 4: Patient Healthcare

Response Delay: 700ms
Interrupt: Disabled
Inactivity Timeout: 30s
Max Call Duration: 480s (8 minutes)
Background Noise: Disabled
Thinking Voice: Enabled

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Preset 5: Technical Support

Response Delay: 600ms
Interrupt: Enabled
Inactivity Timeout: 25s
Max Call Duration: 600s (10 minutes)
Background Noise: Disabled
Thinking Voice: Disabled

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Testing Call Behavior

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Test Scenarios

1. Have agent give long response
2. Interrupt mid-sentence
3. Verify agent stops and listens
4. Verify it responds to interruption

1. Don’t respond after agent speaks
2. Wait for inactivity timeout
3. Verify poke message triggers
4. Verify handling of continued silence

1. Engage in conversation
2. Approach max duration
3. Verify warning (if configured)
4. Verify graceful end at max duration

1. Ask questions with different natural pauses
2. Check for premature responses
3. Check for awkwardly long waits
4. Adjust response delay accordingly

1. Ask: “I have two questions about X and Y”
2. Verify agent waits for complete question
3. Verify agent addresses both parts

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Measuring Success

• % of calls where task is completed
• Higher = better configuration

• Should match expected duration for use case
• Too long = inefficient
• Too short = rushed/incomplete

• % of callers who hang up mid-call
• High abandonment may indicate poor timing

• Post-call surveys
• Feedback on conversation flow
• Natural vs. robotic feel

• If users frequently repeat themselves
• May indicate response delay too short

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Troubleshooting Common Issues

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Agent Cuts Off Users Mid-Sentence

• Increase Response Delay (+100-200ms)
• Test with users who speak slowly or pause
• Verify no echo/feedback creating false endpoints

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Agent Feels Unresponsive

• Decrease Response Delay (-100-200ms)
• Check LLM latency (may be model issue)
• Verify adequate server resources

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Users Complain About Being Rushed

• Increase Inactivity Timeout (+5-10s)
• Enable Thinking Voice for more natural pace
• Increase Response Delay slightly

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Calls Frequently Hit Max Duration

• Increase Max Call Duration (+60-120s)
• Review if agent is too verbose
• Check for conversation loops

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Users Interrupt Constantly

• Shorten agent responses in prompt
• Keep responses to 20-30 seconds max
• Use “Let me share important info” for critical sections

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Poke Messages Feel Annoying

• Increase Inactivity Timeout
• Soften poke message language
• Reduce frequency of repeat pokes

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Next Steps