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Call Handling Overview

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🔄 Redial Settings

Fine-tune how your AI agent handles call re-attempts to maximize connection rates. Redial Settings UI Redial Configuration Options:
SettingValue/Description
Enable RedialToggle to turn redial attempts on or off
Redial AfterNumber of times to retry (e.g., 1–5)
Redial on VoicemailYes/No – Retry if voicemail is reached
Redial AgentYes/No – Assign another agent for retry
Local PresenceYes/No – Use local presence when redialing
Example: The interface includes a redial toggle, options for redial count, voicemail redial behavior, agent reassignment, and use of local presence, as shown above.

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📞 Voicemail Detection

Decide how your agent responds when a voicemail is reached.
  • Voicemail Detection Toggle: Enable detection to let the system recognize voicemail greetings.
  • Actions:
    • Hang up if reaching voicemail: End call to prioritize live connections.
    • Leave a message if reaching voicemail: Deliver a pre-set voicemail message to the recipient.
  • Redial after voicemail: Choose whether or not to retry calling after leaving or reaching a voicemail.
Voicemail Detection Voicemail Options

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⏳ Call Duration, Transfer, Silence, and Pre-Conversation Media

Easily configure advanced controls to shape each call’s flow and quality, letting you deliver efficient, natural conversations and improved user experience. Call Duration, Transfer & Silence Management Interface Key Settings:
  • Max Call Duration: Set a maximum time limit for each call (e.g., up to 15 minutes). Once the limit is reached, the call will end automatically—useful for managing system resources and agent availability.
  • Max Duration in Transfer: Define a separate maximum duration for agent-to-agent or number transfer scenarios (e.g., if your AI agent transfers a call, you can limit how long the transferred call stays connected).

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🤫 Silence Management

Silence management lets you define how your AI agent should react if there is no speech detected from the contact or after the agent finishes speaking. You can set a silence timeout—for example, if there is no response from the caller for a certain number of seconds, the agent can react by re-prompting, ending the call, or handling the situation in another way. This ensures calls are active, reduces time wasted on abandoned calls, and creates a more lifelike interaction. Silence Management Interface How silence management works:
  • Specify the maximum allowed silence duration (e.g., 5–30 seconds).
  • Pick what the agent does after silence—repeat a question, end the call, or take a custom action.
  • Prevents awkward pauses and helps move conversations forward efficiently.

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🎵 Pre-Conversation Media

Pre-conversation media lets you play an audio clip to the recipient before your AI agent starts speaking (for example, a ringtone, introduction, or compliance notice). This feature helps set expectations for the call and meets regulatory or branding needs. You can upload or select an audio file to play automatically before the main conversation begins. Benefits:
  • Creates a professional first impression and smoother call start.
  • Supports compliance—play a legal disclaimer, greetings, or branding intro automatically.
Both silence management and pre-conversation media can be tailored in your AI agent’s call handling settings for the ideal experience on every call. These customizable options help reduce abandoned calls, ensure compliance, create a more comfortable start to conversations, and allow fine-tuned silence tolerance for more human-like interactions.