AI employees

Call behaviour

How the AI employee opens a call, what it does when the caller goes quiet, and when it hangs up. All of this is on the Flow tab of the AI employee's page.

Who speaks first

By default the AI employee says its greeting as soon as the call connects. Turn on User starts first and it stays silent and waits for the caller to speak — the greeting is not used for that call. This suits inbound lines where callers expect to say hello.

When the caller goes quiet

Under Silence Handling, set the User Idle Threshold — how many seconds of silence count as idle (7 by default). Then three messages, used in turn:

First Idle Message — for example “Are you still there?”
Second Idle Message — for example “Would you like to continue our conversation?”
Last Idle Message — said before it leaves, for example “I'll leave you for now. Have a nice day!”

Each message is said exactly as you write it.

When to hang up

Under End Call Rules:

Max Call Duration (sec) — the call is ended automatically after this many seconds (600 by default).
Enable Automatic Call Ending — lets the AI employee end the call itself when your condition is met. Describe the condition in plain words, for example “End the call when the user says goodbye or is done”.
End Call Message — what it says before hanging up, up to 200 characters, said exactly as written.

Voicemail detection

Turn on Voicemail Detection (marked Beta) to hang up when an outgoing call reaches voicemail. Those calls are then marked Voicemail in a campaign's call lines.

Before you switch it on

Voicemail detection works with Twilio and Plivo numbers. It adds a small per-call detection fee and a delay of about 1–4 seconds before the AI employee starts speaking.

Transfers

The Flow tab also holds call transfers to your team — see Call transfers.