Idle Reminder Timer – Voice AI Agents

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We’ve introduced the Idle Reminder Timer in every agent’s Advanced Settings, allowing you to configure how long (1–20 seconds, default 8 seconds) the agent waits before issuing a natural re-engagement prompt.

🧩 What is an Idle Reminder Timer?

The Idle Reminder Timer is a configurable delay that determines how long the agent waits in silence before delivering a natural reminder message to re-engage the caller. This feature aids in:

  1. Proactive Engagement: Prevents callers from going silent, minimising dead air.

  2. Improved Completion: Redirects conversations to stay on track, increasing success rates.

  3. Better UX: Agents prompt naturally, enhancing the customer experience.

  1. Configurable Delay: Set the timer between 1–20 seconds in the Agent Page → Advanced Settings (default: 8 seconds).

  2. Auto-Hangup: Calls will automatically end if the user remains silent for more than 15 seconds after the reminder.

  1. Available by default for all existing and new agents, with no toggle required.
  2. Configure in the Advanced Settings tab of each agent.
  3. The delay timer must be set between 1 and 20 seconds; the default is 8 seconds.
  4. Silence lasting more than 15 seconds after the reminder will trigger automatic call termination.
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