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What are Call Settings?

Call Settings let you configure automatic timeouts and call termination for voice agents. These settings help optimize resources, end idle calls, and create a better user experience. You can find the Call Settings in the Voice Wizard under Basic Settings.

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Parameters in detail

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Inactivity timeout

What does this parameter do? Defines the number of seconds the voice agent waits before asking whether the user is still there. If the user says nothing within this time, a follow-up question is triggered. Behavior:
  • The voice agent waits the configured time for a response from the user
  • Once the time elapses, the voice agent asks: “Are you still there? Please let me know if you need anything.”
  • The “Timeout after warning” then starts automatically
Value -1: Feature is disabled - the voice agent never asks whether the user is still there

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Timeout after warning

What does this parameter do? Defines the number of seconds the voice agent waits for a response after the inactivity warning before ending the call. Behavior:
  • Starts ONLY after the inactivity warning
  • The voice agent waits the configured time for a reaction
  • If the user does not respond, the voice agent says: “I haven’t heard anything from you. Goodbye.” and ends the call
  • If the user responds, the conversation continues normally
Value -1: The voice agent waits indefinitely for a response after the warning (not recommended)
Important: This parameter is ignored if “Inactivity timeout” is set to -1, because without inactivity detection no warning is ever triggered!

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Maximum call duration

What does this parameter do? Defines the maximum total duration of a call in seconds. Regardless of how the conversation is going, the call is automatically ended after this time. Behavior:
  • The timer starts when the call begins
  • Runs in parallel with and independently of the other timeouts
  • Once the time elapses, the voice agent says: “Our time is up. Thank you for your call. Goodbye.” and ends the call
  • Acts as a “hard limit” on the call duration
Value -1: No time limit - the call can theoretically last indefinitely
Note: The farewell messages are generated automatically in the voice agent’s configured language and cannot be customized.

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Important notes

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Language support

The automatic messages are spoken in the voice agent’s configured language. For multilingual voice agents, the language is detected automatically from the conversation. The following table shows recommended values: * Ignored if the inactivity timeout is disabled

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Why these values?

Inactivity timeout (recommended: 30 seconds):
  • Minimum 10 seconds: Technical lower bound to avoid false detections
  • Optimum 30 seconds: Gives the user enough time to think or look up information without the call being flagged as inactive too early. A balance between user friendliness and resource optimization.
Timeout after warning (recommended: 10-15 seconds):
  • Minimum 5 seconds: Minimum time for a reaction after the warning
  • Optimum 10-15 seconds: A reasonable amount of time for the user to react without waiting unnecessarily long. Enough time for “Yes, I’m still here”, but not too long for calls that are actually inactive.
Maximum call duration (as needed):
  • Minimum 60 seconds: Technical lower bound for meaningful conversations
  • Individual choice: Depends heavily on the use case - a short info hotline (3 min), customer service (10 min), or no limit (-1). Choose based on your specific requirements.
  • Inactivity timeout: 45 seconds - Gives the customer time to think
  • Timeout after warning: 15 seconds - A reasonable time to react
  • Maximum call duration: 600 seconds (10 min) - Limits very long conversations
  • Inactivity timeout: 30 seconds - Faster reaction
  • Timeout after warning: 10 seconds - Short waiting time
  • Maximum call duration: 180 seconds (3 min) - For short, informational calls
  • Inactivity timeout: -1 - Disabled for testing
  • Timeout after warning: -1 - Disabled
  • Maximum call duration: -1 - No limit while testing
  • Inactivity timeout: 60 seconds - Time to check the calendar
  • Timeout after warning: 15 seconds - Polite follow-up
  • Maximum call duration: 300 seconds (5 min) - Sufficient for booking an appointment

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Usage examples

Configuration:
  • Inactivity timeout: 30 seconds
  • Timeout after warning: 10 seconds
Sequence:00:00 - Call starts, voice agent greets the caller00:15 - Customer asks a question00:16 - Voice agent answers00:46 - 30 seconds of silence - voice agent: “Are you still there? Please let me know if you need anything.”00:56 - Another 10 seconds with no reaction - voice agent: “I haven’t heard anything from you. Goodbye.” - Call ended
Configuration:
  • Inactivity timeout: 30 seconds
  • Timeout after warning: 10 seconds
Sequence:00:00 - Call starts00:30 - Voice agent: “Are you still there?”00:35 - Customer: “Yes, I’m still here!”The timer is reset and the conversation continues01:05 - Another 30 seconds of silence - the voice agent asks again
Configuration:
  • Maximum call duration: 300 seconds (5 minutes)
Sequence:00:00 - Call starts04:30 - Conversation is actively ongoing05:00 - 5 minutes reached - voice agent: “Our time is up. Thank you for your call. Goodbye.” - Call endedImportant: This happens regardless of whether someone is currently speaking or not!
Configuration:
  • Inactivity timeout: 45 seconds
  • Timeout after warning: 15 seconds
  • Maximum call duration: 600 seconds (10 minutes)
Scenario A - Inactivity: After 45 seconds of silence, the voice agent asks whether the caller is still there. After another 15 seconds without a response, the call is ended.Scenario B - Time limit: After 10 minutes, the call is ended automatically, even if someone is actively speaking.Scenario C - Normal conversation: As long as there is an interaction at least every 45 seconds and 10 minutes are not exceeded, the call continues normally.

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Summary

Call Settings offer flexible ways to control call duration and handle inactivity:
  • Optimize resources by automatically ending idle calls
  • Improve the user experience with polite follow-ups during silence
  • Control the maximum conversation duration to optimize costs
  • Flexible configuration for each use case
  • Automatic language adaptation of the messages
Use -1 to disable individual features and adjust the values to your specific use case.