TABLE OF CONTENTS
- Overview
- What is the Idle Timer Reminder?
- What's new?
- How to configure the Idle Reminder Timer?
- Points to note
Overview
We’ve added the Idle Reminder Timer in every agent’s Advanced Settings, letting you configure how long (1–20 sec, default 8 sec) the agent waits before issuing a natural re-engagement prompt.
What is the Idle Timer Reminder?
The Idle Reminder Timer is a configurable delay that determines how long the agent waits during silence before speaking a natural reminder message to re-engage the caller. Helps with:
- Proactive Engagement: Keeps callers from going silent, reducing dead air.
- Improved Completion: Steers conversations back on track and boosting success rates.
- Better UX: Agents sound natural when prompting, enhancing customer experience.
What's new?
- Configurable Delay: Set the idle reminder between 1 and 20 seconds in Agent Page → Advanced Settings(default: 8 sec).
- Auto‑Hangup: Calls end automatically if the user remains silent for over 15 seconds after the reminder.
How to configure the Idle Reminder Timer?
- Navigate to Voice AI click on Edit Agent or Create a new Agent.
- Go to the Advanced Settings tab.
- Locate the Idle Reminder Timer input box, Enter a value between 1 and 20 (seconds) and Click Confirm to save.
Points to note
- The delay timer must be between 1 and 20 seconds; default is 8 seconds.
- Post-reminder silence of more than 15 seconds triggers automatic call termination.