Call settings
Open an agent and choose Call Settings to control how its voice calls behave. The panel next to the settings shows the order of events in a call with your saved settings.
Where these settings apply
| Channel | Applies |
|---|---|
| Phone (Twilio, Plivo) | All settings |
| Your own SIP trunk | All settings |
| Voice widget in the browser | All except live transfer and keypad input |
| Text chat | None |
Live transfer
| Setting | What it does |
|---|---|
| Transfer number | The number a live call is transferred to when the agent decides a person is needed. Use E.164 format, for example +15551234567. Phone calls only. |
Call behavior
These settings tune voice calls on OpenAI Realtime. Leave a field blank to use the provider's default.
| Setting | Range | What it does |
|---|---|---|
| Barge-in sensitivity | 0 to 1 | How easily the caller can interrupt the agent. Higher lets callers interrupt more easily. |
| Silence timeout (ms) | Whole milliseconds | How long the caller must pause before their turn ends and the agent replies. Lower replies faster but can cut off slow speakers. |
| Max call duration (s) | Whole seconds | The call ends after this long. |
| Hang up after silence (s) | 30 to 600 | Ends the call when nobody has spoken for this long. The agent says goodbye first. Blank uses the default of 120 seconds. |
End-call phrases
Add phrases such as "goodbye" or "that's all for now". The call ends as soon as the caller says one of them. Matching is instant and ignores case.
Recording notice
If your organization records calls, the agent speaks this notice before anything else, for example "This call may be recorded for quality and training purposes." Up to 1,000 characters.
Call recording is turned on or off for the whole organization in Organization → General → Data & privacy.
Keypad input (DTMF)
Phone calls only. When the caller presses keys, the agent receives them as [Caller pressed: 1234]. Use this to offer menus ("press 1 for sales") or to collect a number ending with #.
| Setting | Default | What it does |
|---|---|---|
| Mode | Collect until # or a pause | Collect until # or a pause sends the digits together. Each key immediately sends every key press on its own. Off ignores key presses. |
| Max digits | No limit | Stop collecting after this many digits, from 1 to 32. |
| Pause timeout (ms) | 3,000 | How long a pause ends the collection, from 500 to 30,000. |
| Redact keypad input in transcripts | Off | Stored transcripts show [DTMF redacted] instead of the digits. Use it for PINs, card numbers and one-time codes. The agent still receives the digits. |
Escalation policy
Open Escalation Policy to set when a conversation should go to a person. Each caller turn is checked against:
| Trigger | What it does |
|---|---|
| Keywords | Phrases such as "speak to a manager". Matching is instant and ignores case. |
| Confidence | Escalate when the agent's confidence is below this value, from 0 to 1. |
| Sentiment | Escalate when the caller's sentiment is at or below this value, from -1 to 1. |
A match sets an escalation flag on the conversation. To act on it, add an Escalation Check node to the agent's workflow, for example to start a live transfer to the transfer number above. Changes to the policy save automatically.
Test your settings
The same call settings appear in the Playground configuration panel, so you can change them while you test.