Conversation Behavior

Control how your agent opens, listens, escalates, and ends a conversation.

Greeting

First impressions matter. Your greeting sets the tone. Keep it under 15 seconds.

• Good — "Thanks for calling Bright Dental. This is Sarah. How can I help you today?"
• Bad — "Hello, you have reached the automated phone system for Bright Dental..."

Interruptions

Voice agents handle barge-ins gracefully. If a caller interrupts mid-sentence, the agent stops and listens. Configure sensitivity in Model Settings.

Silence handling

If the caller is silent for 3 seconds, the agent can prompt "Are you still there?", repeat the last question, or end the call. All three are configurable.

Transfer rules

• Caller says "speak to a person."
• Agent detects frustration (3+ negative responses).
• Caller asks for a manager.
• Emergency keywords detected.

End call behavior

• Appointment is booked.
• Lead is qualified and the CRM push succeeds.
• Caller says "goodbye" or "hang up."
• Max call duration reached (configurable, default 10 minutes).