Behaviour: tone, interruptions and calls
Behaviour: tone, interruptions and calls
How the agent talks, how it handles interruptions and silence, call limits, memory and pronunciation.
- Tone: friendly, professional, casual or empathetic, or leave it to the prompt.
- Reply length: short replies sound most natural on a call.
- Confirm details: names, numbers, dates and amounts are read back and confirmed before the agent acts on them.
- Say numbers naturally: on calls, amounts are said in words in the caller's language, and phone numbers and codes digit by digit.
- One question at a time: the agent waits for each answer before asking for the next thing.
- Run tools at the same time: on by default, so webhooks the AI calls in one reply run together. Switch it off when one depends on another, such as checking a slot before booking it. They then run one at a time, which can take an extra AI reply.
- Interruptions: when the caller starts talking, the agent stops and listens. Choose how easily it is interrupted; less sensitive is best on noisy lines.
- Silence: how long the caller can stay quiet before the agent checks on them, how many times, and what it says before hanging up.
- Longest call: at this length the agent says goodbye and hangs up, so a stuck call cannot run up credits.
- Feedback: before hanging up, ask the caller to press 1 if the call helped or 2 if it did not. The answer shows on the conversation.
- Hang up on answering machines: for calls the agent places from a Twilio number.
- Remember returning callers: the agent gets the end of the caller's last conversation, so it can greet them by name and pick up where things were left.
- Sentiment and topic: when a conversation ends, the AI marks how the caller felt, what they wanted, whether it was resolved and a one-line summary. Shown and filterable in Conversations; uses about one reply's worth of credits.
- Pronunciation: words the voice gets wrong, for example “HDFC” said as “H D F C”.
Behaviour applies from the next message and the next call.