Conversation settings
Direction, how long the agent waits on a silent caller, and how varied its answers are.
What you will achieve
You will tune how the agent handles silence and how consistent its replies are.
Where to find them
On the agent's page, open the Advanced tab for Direction and When the caller goes quiet. The Model card on the Assistant tab holds Temperature.
Direction
Direction is Inbound, Outbound or Inbound / Outbound. Only inbound agents (and both) can be given a phone number; only outbound agents (and both) can place calls, run campaigns and be used for Test call. You can change it any time.
When the caller goes quiet
| Setting | What it does | Range and default |
|---|---|---|
| Wait before checking in | Seconds of silence before the agent speaks up. | 3 to 120 seconds. Default 10. |
| How many times to ask | How many check-ins before it stops asking. | 0 to 10. Default 2. A value of 0 turns check-ins off. |
| What it says | The check-in sentence. | Default "Are you still there?" |
Temperature
Temperature controls variety. Low values (up to 0.3) are consistent and predictable; high values (0.8 and up) are varied and more likely to wander. The default is 0.6, "balanced for conversation". It runs from 0 to 1.
Note. Reasoning models and Gemini models choose their own temperature, so the slider is not shown for them.
Testing
Start a Talk test, say nothing, and count the seconds until the check-in. Adjust Wait before checking in until it feels right.
Expected result
After your chosen silence the agent asks the check-in question, up to the number of times you set.
Troubleshooting
- The agent interrupts a slow thinker. Increase Wait before checking in.
- Replies change every time. Lower Temperature.
- Replies are repetitive. Raise it a little.
Related guides
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