Turn timeout controls how long the AI agent waits for a caller to respond. This article explains how to configure this setting.
What Is Turn Timeout?
Turn timeout is the maximum time the AI agent waits for the caller to speak before continuing the conversation. If the caller doesn't respond within this window, the agent may prompt them or move forward.
Why Turn Timeout Matters
- Too short — May cut off callers who pause to think
- Too long — Creates awkward silences
- Just right — Feels natural and responsive
Adjusting Turn Timeout
- Go to AI Config > Voice
- Find the Turn Timeout slider
- Adjust the value (1-10 seconds)
- Save your changes
Timeout Range
| Setting | Wait Time | Description |
|---|---|---|
| Quick | 1-3 seconds | Fast-paced, efficient |
| Moderate | 4-6 seconds | Balanced, natural |
| Patient | 7-10 seconds | Allows more thinking time |
Default: 5 seconds
Choosing the Right Timeout
Shorter Timeouts (1-3 seconds)
Best for:
- Simple, routine calls
- Experienced customers
- Quick transactional interactions
- When efficiency is priority
Medium Timeouts (4-6 seconds)
Best for:
- General business calls
- Mixed customer types
- Most situations
- Recommended default
Longer Timeouts (7-10 seconds)
Best for:
- Complex decisions
- Elderly callers
- Non-native speakers
- When callers need time to check information
Turn Timeout Behavior
When timeout is reached, the agent may:
- Prompt the caller: "Are you still there?"
- Repeat the last question
- Offer assistance
- Continue with the conversation The exact behavior depends on the conversation context.