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

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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 boosting 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 tosave.
   
   

Points to note #

1. The delay timer must be between 1 and 20 seconds; default is 8 seconds.
2. Post-reminder silence of more than 15 seconds triggers automatic call termination.