Idle Reminder Timer

TABLE OF CONTENTS

• Overview
• What is the Idle Timer Reminder?
• What's new?
• How to configure the Idle Reminder Timer?
• Points to note

Overview

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

What is the Idle Timer Reminder?

The Idle Reminder Timer is a configurable delay that determines how long the agent waits during silence before speaking a natural reminder message to re-engage the caller. Helps with:

1. Proactive Engagement: Keeps callers from going silent, reducing dead air.
2. Improved Completion: Steers conversations back on track and boosts success rates.
3. Better UX: Agents sound natural when prompting, enhancing customer experience.

What's new?

1. Configurable Delay: Set the idle reminder between 1 and 20 seconds in Agent Page → Advanced Settings(default: 8 sec).

2. Auto‑Hangup: Calls end automatically if the user remains silent for over 15 seconds after the reminder.

How to configure the Idle Reminder Timer?

1. Navigate to Voice AI click on Edit Agent or Create a new Agent.
    

2. Go to the Advanced Settings tab.
   
    

3. Locate the Idle Reminder Timer input box, Enter a value between 1 and 20 (seconds) and Click Confirm to save.
   
   

Points to note

1. The delay timer must be between 1 and 20 seconds; the default is 8 seconds.

2. Post-reminder silence of more than 15 seconds triggers automatic call termination.