Configuring the Idle Reminder Timer for Voice AI Calls
Understanding the Idle Reminder Timer
The Idle Reminder Timer is a setting for your Voice AI agents that manages how they handle silence during an active conversation. When a caller stops speaking, the agent will wait for the duration you specify before playing a prompt to re-engage them. This feature helps maintain the flow of a call, preventing awkward, prolonged silences while still giving callers a natural amount of time to think or respond.
How the Timer Works
This timer is active only during an ongoing call, after the agent has already connected with the caller. If the caller goes silent, the agent counts down the configured number of seconds. If the caller does not speak again within that time, the agent will play a reminder prompt. If the caller remains unresponsive for an extended period after the reminder, the system will automatically end the call.
When to Adjust the Timer
Different types of conversations benefit from different pause lengths. Consider adjusting the timer based on the purpose of your Voice AI agent.
- Use a shorter timer (e.g., 3-6 seconds): For fast-paced interactions like lead qualification, appointment confirmations, or simple yes/no surveys where immediate responses are expected.
- Use a longer timer (e.g., 10-15 seconds): For conversations where callers may need to look up information, such as support calls, detailed scheduling, or complex data collection.
A timer set too low can make the agent feel interruptive, while one set too high may cause callers to think the call has dropped.
How to Set the Idle Reminder Timer
The timer is configured individually for each Voice AI agent. Follow these steps to update it.
Navigate to Your Voice AI Agent
From your CRM dashboard, navigate to AI Agents and select Voice AI. This will display your list of Voice AI agents. Click on the specific agent you wish to edit to open its configuration.
Access the Call Settings
Within the agent builder, locate and select the Call Settings option, typically found in a settings panel. This section contains controls for the agent's call behavior.
Configure the Timer
In the Call Settings, find the field labeled Idle Reminder Timer. Here, you can enter the number of seconds the agent should wait during caller silence. The value must be between 1 and 20 seconds, with a default setting of 8 seconds. Enter your desired value.
Save and Test
Click Save to apply your changes to the agent. It is crucial to test this setting before using the agent for live calls. Use the testing feature to place a simulated call. During the test, remain silent after the agent asks a question to verify that the reminder prompt plays after the correct number of seconds, and then resume speaking to ensure the conversation continues smoothly.
Frequently Asked Questions
What is the purpose of this timer?
It determines how long your Voice AI agent waits during a live call after a caller stops speaking before it attempts to re-engage them with a prompt.
Where is the setting located?
You can find it by going to AI Agents > Voice AI, selecting your agent, and opening the Call Settings within the agent builder.
What is the default value and acceptable range?
The default is 8 seconds. You can set any whole number value between 1 and 20 seconds.