Silence detection automatically ends calls when there's prolonged silence. This article explains how this feature works.

What Is Silence Detection?

Silence detection monitors for extended periods without speech. If the call goes silent for too long, it automatically ends the call. This prevents wasted time on abandoned or disconnected calls.

Why Use Silence Detection

• Avoids wasted resources on dropped calls
• Handles accidental connections (pocket dials)
• Frees up capacity for real callers
• Provides clean endings for forgotten calls

Configuring Silence Detection

1. Go to AI Config > Voice
2. Find Silence End Call settings
3. Toggle to enable or disable
4. Set the timeout duration (if enabled)
5. Save your changes

Settings

Enable/Disable Toggle

• Enabled — Calls will auto-end after silence
• Disabled — Calls continue indefinitely until manually ended

Timeout Duration

When enabled, set how long to wait before ending:

• Range: 1-300 seconds
• Default: 30 seconds

Choosing the Right Duration

How It Works

1. The agent detects no speech for the specified duration
2. It may attempt to re-engage: "Hello? Are you still there?"
3. If silence continues, the call ends gracefully
4. The call is logged with appropriate status

When to Disable

Consider disabling silence detection if:

• Callers frequently put the call on hold
• Long pauses are expected (e.g., looking up information)
• You prefer manual call control

Balancing Detection

Set the duration long enough to:

• Allow natural pauses in conversation

• Give callers time to respond But short enough to:

• Catch abandoned calls promptly

• Not waste call capacity