Documentation / Guides
Behavior & timing
Tune interruptions, turn-taking, silence and call durations.
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These controls shape how the conversation feels. Most have tuned defaults; adjust them when a call sounds off.
Interruptions#
- Allow interruptions: whether a caller can talk over the agent to interrupt it. On for natural back-and-forth; off for scripted or noisy environments.
- Interruption sensitivity: how eagerly caller speech interrupts the agent. Raise it if the agent gets cut off by background noise.
Turn-taking#
- End-of-turn sensitivity: how much silence counts as the caller finishing. Raise it if the agent jumps in on half-sentences; lower it if it waits too long.
- Reply delay: a short pause after the caller stops before the agent replies. A little extra when a sentence sounds unfinished avoids talking over a caller who is still thinking. A new agent starts at 600 ms, and 1700 ms after an unfinished sentence; leave a field empty to use the platform default.
- Mode: Standard decides from silence alone; Smart lets a model judge whether the caller has really finished, even across short pauses mid-sentence.
- Turn-detector model (Smart only): voiceland-el for Greek, en for English only, multilingual for 14 other languages (not Greek). Each agent's calls are scored with its own model. An agent with no model set gets one picked by its primary language: Greek uses voiceland-el, English uses en, any other language uses multilingual.
Call length#
- Pickup delay: how long after answering before the agent starts speaking.
- Max call length: hang up after this many seconds. Raise it for long consultations.
- Hang up after silence: end the call after this much dead air.
The AI Assistant (Troubleshoot guide) sets these for you from a real call, a fast way to fix "it interrupted me" or "it waited forever".