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Overview

Beyond selecting models and voices, you can fine-tune your agent’s behavior through advanced configuration options. These settings control how your agent handles conversations, manages silence, interruptions, and special call scenarios.

Agent Configuration

Control language, silence handling, and Voice Activity Detection (VAD) parameters

Call Settings

Manage rescheduling, voicemail, background noise, and call time limits

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Agent Configuration

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Default Language

Purpose: Sets the primary language your agent will use during calls. Default: English (en) Supported Languages:
  • Hindi (hi)
  • English (en)
  • Kannada (kn)
  • Marathi (mr)
  • Tamil (ta)
  • Telugu (te)
  • Bengali (bn)
  • Gujarati (gu)
  • Malayalam (ml)
Once a version is published, its default language cannot be changed. You’ll need to create a new version to change the language.

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Silence Handling

These settings control how your agent responds when the customer goes silent during a conversation.
Range: 0 to unlimited (Default: 2)Number of times the agent will repeat the silence message before ending the call.Example: If set to 2, the agent will say “Hello, are you there?” twice before hanging up if the customer doesn’t respond.
Range: 0 to unlimited seconds (Default: 6)How long the agent waits (in seconds) before saying the silence message.Example: With 6 seconds, if the customer is silent for 6 seconds, the agent will prompt them.
Options: Same as supported languagesDefault: English (en)The language used for the silence prompt message.
Set this to match your customer’s language for better experience. For example, use Hindi for Hindi-speaking customers.

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Voice Activity Detection (VAD)

VAD controls how your agent detects when customers start and stop speaking. Fine-tuning these parameters improves conversation flow and reduces awkward pauses or interruptions.

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Basic VAD Settings

Range: 0 to 10,000 milliseconds (Default: 500ms)Duration of silence required to detect that the customer has stopped speaking.Lower values (200-400ms): Agent responds faster but may interrupt the customer Higher values (600-1000ms): More patient but slower to respondRecommended: 500ms for most use cases

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Interruption Settings

These settings control when and how customers can interrupt the agent mid-sentence.
Range: 0.1 to 10 seconds (Default: 0.5s)How long a customer must speak before they can interrupt the agent.Example: With 0.5s, the customer needs to speak continuously for half a second to interrupt the agent’s response.
Setting this too low (below 0.3s) may cause accidental interruptions from background noise or brief acknowledgments like “hmm” or “okay.”
Range: 0 to 4 words (Default: 1)Minimum number of words the customer must say to interrupt the agent.Examples:
  • 0 words: Any sound interrupts
  • 1 word: “Stop”, “Wait”, “Hello” can interrupt
  • 2-3 words: Requires phrases like “Wait a second” or “Hold on please”
Recommended: 1 word for natural conversation flow

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Call Settings

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Auto Rescheduling

Purpose: Automatically reschedule calls when customers say they’re busy or request a callback. Toggle: On / Off (Default: Off) When enabled, your agent can intelligently detect when a customer wants to be called back and automatically schedule a follow-up call.

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Rescheduling Prompt

Type: Text area (customizable AI instructions) Default Behavior: The agent will:
  • Return callback time in YYYY-MM-DDTHH:MM:SS format
  • Only schedule if customer explicitly requests callback at the end
  • Not schedule if customer completed the conversation despite being initially busy
  • Use customer’s specified time if provided
  • Use 10 AM for date-only requests
  • Use 3 hours later for “call later today” requests
  • Return empty string if no callback requested
Example Use Case: Customer says: “I’m in a meeting, can you call me back at 3 PM?” Agent schedules: Callback for today at 3 PM
You can customize the rescheduling prompt to match your business hours and scheduling preferences. For example, you might want to avoid weekends or set specific time windows.

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Background Noise

Purpose: Add realistic background sounds to make the agent sound more human and authentic. Toggle: On / Off (Default: Off)

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Background Noise Volume

Range: 0.0 to 1.0 (Default: 0.2) Controls the volume of background noise when enabled. Guidelines:
  • 0.1-0.2: Subtle office ambience (recommended)
  • 0.3-0.5: Noticeable background activity
  • 0.6-1.0: Louder environment (call center sound)
Background noise can make AI agents sound more authentic, but use it sparingly. Too much noise can make the agent hard to understand.

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Noise Cancellation

Purpose: Filter out background noise from the customer’s side for clearer transcription. Toggle: On / Off (Default: Off) Enabling noise cancellation helps the agent better understand customers calling from noisy environments like streets, cafes, or busy offices.
Recommended: Turn this ON if your customers frequently call from noisy locations. This significantly improves transcription accuracy.

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Voicemail Handling

Purpose: Configure how your agent behaves when a call reaches voicemail. Toggle: On / Off (Default: Off) When enabled, the agent will leave a voicemail message instead of hanging up silently.

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Voicemail Type

How it works: AI generates a contextual voicemail based on the conversation attempt.The agent creates a personalized message considering:
  • Why the call was made
  • Any relevant context from customer data
  • Call purpose and expected follow-up
Example: “Hello, this is Priya calling from eshopbox regarding your shipping inquiry. We’d love to discuss how we can help optimize your e-commerce operations. Please call us back at your convenience.”
Ensure your voicemail messages comply with local regulations regarding automated calls and message disclaimers.

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Time Limit

Range: 0 to unlimited seconds (Default: 300s / 5 minutes) Purpose: Maximum call duration before the agent automatically ends the call. Setting: Enter the time limit in seconds. Common Configurations:
  • 180s (3 min): Quick surveys or qualification calls
  • 300s (5 min): Standard customer service calls (default)
  • 600s (10 min): Complex sales or support calls
  • 900s (15 min): In-depth consultations
Setting a time limit helps control costs and ensures calls don’t run indefinitely. The agent will politely end the call when the limit is reached.
Recommended: Keep the default 300 seconds (5 minutes) for most use cases. Adjust based on your specific needs.

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Configuration Examples

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Customer Support Agent

Recommended Settings:
  • Default Language: Match your customer base (e.g., Hindi for Indian customers)
  • Silence Wait: 6 seconds (default)
  • Silence Count: 2 attempts
  • Interrupt Duration: 0.5 seconds
  • Interrupt Min Words: 1 word
  • Noise Cancellation: ON (customers may call from anywhere)
  • Time Limit: 300 seconds (5 minutes)

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Sales Qualification Agent

Recommended Settings:
  • Default Language: Based on target market
  • Silence Wait: 4 seconds (faster pace)
  • Silence Count: 3 attempts (persistent)
  • Auto Rescheduling: ON
  • Background Noise: ON (0.2 volume - sounds like office)
  • Voicemail: ON - Custom message
  • Time Limit: 180 seconds (3 minutes - quick qualification)

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Survey Collection Agent

Recommended Settings:
  • Default Language: Customer’s preferred language
  • Silence Wait: 8 seconds (give time to think)
  • Silence Count: 2 attempts
  • Interrupt Duration: 0.7 seconds (let them finish answers)
  • Interrupt Min Words: 2 words
  • Time Limit: 600 seconds (10 minutes - detailed surveys)

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Best Practices

Don’t over-optimize prematurely. Begin with default settings and adjust based on actual call performance and customer feedback.
Listen to actual calls to identify:
  • Are customers getting interrupted too often? (Increase interrupt duration)
  • Are there awkward silences? (Decrease silence duration)
  • Are voicemail messages effective? (Refine or switch type)
Always set the default language and silence message language to match your customer base. Mismatched languages create confusion.
Test with real conversations. Interruption settings that work for formal conversations may not work for casual, fast-paced calls.
Too short: Calls may end prematurely Too long: Costs increase, customers may feel trappedAnalyze your average successful call duration and set limits 2x that value.
If using auto-rescheduling, regularly review the rescheduling prompt to ensure it:
  • Matches your business hours
  • Avoids holidays and weekends (if needed)
  • Aligns with agent availability

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Troubleshooting

Solutions:
  • Increase Interrupt Speech Duration to 0.7-1.0 seconds
  • Increase Interrupt Min Words to 2-3 words
  • Increase Silence Duration to 600-800ms
Solutions:
  • Decrease Silence Duration to 300-400ms
  • Ensure Wait till User Reply is not too high (try 4-5 seconds)
Solutions:
  • Decrease Interrupt Speech Duration to 0.3-0.4 seconds
  • Set Interrupt Min Words to 0-1 words
Solutions:
  • Use Dynamic Voicemail instead of Custom for more natural messaging
  • If using Custom, write conversationally with sentence variety
  • Consider adding slight pauses with punctuation
Check:
  • Is Auto Rescheduling toggled ON?
  • Review call transcripts to see if customers are explicitly requesting callbacks
  • Refine the rescheduling prompt to better capture customer intent
Solutions:
  • Adjust Background Noise Volume slider
  • Recommended: 0.15-0.25 for natural office ambience
  • Test different levels and get feedback

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Advanced Tips

Language Matching: If you serve multilingual customers, create separate agent versions for each language rather than trying to make one agent handle all languages. This ensures better accuracy and natural conversation flow.
Silence Message Customization: You can customize the actual silence message text in your system prompt. The settings here control when and how many times it’s said, not what is said.
Voicemail Variables: When using custom voicemail, you can use any variable from your agent’s context like {{customer_name}}, {{company_name}}, {{product_name}}, etc.
VAD Settings Trade-offs: There’s always a balance:
  • Low latency (fast responses) = Higher chance of interruptions
  • High patience (fewer interruptions) = Slower, more deliberate conversations
Choose based on your use case: sales calls benefit from faster pace, while support calls benefit from patience.

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Need Help?

Test Your Agent

Use the Test Call feature to experiment with different settings before deploying to production

Contact Support

Our team can help you optimize settings for your specific use case and customer base