Interruptions and turn-taking
How the agent knows when to reply, and whether callers can cut in.
The agent replies once the caller pauses, and waits a little longer if the sentence sounds unfinished, so people are not cut off mid-thought.
Letting callers interrupt
Interruptions are off for new assistants, which suits noisy lines. Turn them on in the Advanced tab and the agent stops talking when the caller speaks over it.
- Primary caller only (on by default): background voices such as a TV or other people in the room cannot interrupt.
- Candidate voice duration: how long someone must speak before it counts as an interruption, from 0.3 to 1 second. Default 0.4.
- Verification window: 3 to 5 seconds. Default 3.
Tip
If the agent keeps stopping for no reason, raise the voice duration. If callers have to wait for it to finish, turn interruptions on.