What if the caller is silent or unclear?
How long the bot waits, when it asks again, and where the call goes after that.
Each question waits up to 3.5 seconds for the caller to start speaking. This can be changed per question.
- If there is no answer, or nothing it recognises, the bot asks once more after a short pause.
- If that fails too, the flow's "unclear" branch runs. If the flow has none, the call ends as unclear.
- No question is asked more than three times in one call, so a caller can never get stuck in a loop.
Once the caller starts speaking, the bot replies after a short silence. Across live calls the average reply time is around 0.6 seconds.
Things the bot does not do
- It does not stop mid-sentence if the caller talks over it. Anything said while the bot is speaking is ignored, so keep lines short.
- It understands callers speaking English.
Tip
If lots of calls end as hang-ups, look at where silence and unrecognised answers are routed. Pointing them at a hang-up is the most common cause. The flow analysis report lists the answers the bot did not understand, question by question.