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Access: Open an agent and go to Call Flow, then scroll to Inactivity & Timeout.

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How Inactivity Settings Work

Inactivity settings help your agent handle silence and keep calls within a safe maximum duration. They work with VAD and turn detection: VAD decides when the caller has stopped speaking, while inactivity settings decide what to do if the conversation stays quiet.
These settings apply to voice conversations, including phone calls and web calls. The current dashboard exposes maximum call duration, silence reminders, and Expert-mode timing. Reminder wording is generated automatically by the runtime.

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Visible Controls

Set the maximum length of the call from start to finish.The dashboard range is 1-120 minutes. The backend stores the value in seconds, and the runtime can shorten the effective limit if usage metadata sets a lower maximum duration for the session.
Turn on follow-up behavior when the caller goes silent.When enabled, the runtime monitors silence and asks the caller if they are still there before ending an apparently abandoned conversation.
Expert mode exposes the reminder cadence:
  • After: seconds of silence before the first reminder, from 5-120 seconds
  • Up to: number of reminders before ending, from 1-10
These controls appear only when Silence Reminders is enabled.

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Runtime Behavior

ScenarioMax Call DurationSilence Reminder Timing
Customer support30-60 minutesAfter 10-20 seconds, up to 3 reminders
Appointment booking30-60 minutesAfter 15-30 seconds, up to 4 reminders
Short outbound qualification10-20 minutesAfter 8-15 seconds, up to 2 reminders
Complex consultative calls60-120 minutesAfter 20-45 seconds, up to 4 reminders
Use longer reminder timing when callers often need to look up account numbers, calendars, or documents. Use shorter timing for quick outbound calls where silence usually means the call has been abandoned.

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What Is Not Configurable In The Dashboard

The runtime generates reminder copy automatically. The current dashboard does not expose:
  • custom reminder message rotation
  • custom timeout end messages
If you need a specific spoken phrase, put that guidance in your agent prompt. For example: “When a caller goes silent after you ask for an account number, politely say you can wait while they find it.”

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Troubleshooting

Increase the Expert-mode After value and review whether VAD is ending caller turns too aggressively.
Reduce the After value or lower the number of reminders for quick flows where silence usually means the caller left.
Increase Max Call Duration and the reminder count. Also check whether a usage-level max duration is shortening the runtime limit.
Reduce Max Call Duration, lower the reminder count, and update your prompt to keep responses concise.

VAD & Turn Detection

Configure turn-taking and interruption behavior

Transfer Tools

Configure transfers and call end behavior

Greeting Messages

Configure how conversations begin

Conversation Goals

Track conversation success and completion