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Overview

The Keep Call on Hold function allows your AI agent to temporarily pause the conversation and place the customer on hold. This is useful when the agent needs time to process information, wait for external API responses, or simulate human-like pauses. Use Cases:
  • Wait for external API responses
  • Give time for backend processing
  • Simulate realistic hold times during booking confirmations
  • Pause before transferring to another department

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Configuration

Keep Call on Hold
1

Add Keep Call on Hold Function

Navigate to your agent → Functions tab → Click Add → Select “Keep Call on Hold”
2

Set Description

Define when the AI should put the call on holdExample:
Put call on hold while checking availability and booking the appointment
3

Configure Hold Duration

Set the hold duration in seconds
  • Enter the number of seconds (e.g., 5, 10, 15)
  • Duration starts when function is triggered
  • Default value: 0 seconds
4

Save Function

Click Save to activate the function

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Best Practices

  • Keep hold times reasonable (typically 5-15 seconds)
  • Longer holds may frustrate customers
  • Match duration to expected processing time
Configure your agent’s system prompt to inform customers before placing them on hold:Example:
"Please hold for a moment while I check that for you..."
Combine with other functions for realistic workflows:
  • Hold → Check Availability → Book Meeting
  • Hold → Transfer Call
Avoid excessive hold times as they may lead to customer dropoff or frustration.

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Common Use Cases

Booking Confirmations: 
Agent: "Let me check the available slots for you. Please hold..."
[Triggers Keep Call on Hold for 5 seconds]
Agent: "Thank you for holding. I found these available times..."
Processing Requests: 
Agent: "I'm processing your request now. One moment please..."
[Triggers Keep Call on Hold for 10 seconds]
Agent: "All set! Your request has been processed."
Use this function strategically to create natural conversation flow and provide a more human-like experience.