Conversation timing

The controls in Conversación help the engine detect when a caller has finished speaking. Change one value at a time and test under conditions similar to your customers’ calls.

Available controls

Control	Editor range	Effect
Duración máxima por llamada	1–30 minutes	Limits the conversation. Telephony may enforce a shorter limit.
Pausa antes de responder	200–2,000 ms	A longer pause gives callers more time to finish a thought; a shorter one responds sooner.
Umbral de voz	Automatic or 0.1–0.9	A higher threshold requires louder speech to detect a speaking turn.
Audio previo a la voz	0–500 ms	Preserves the beginning of words before speech is detected.

Adjust for natural conversation

Start with the defaults. If the agent answers while the caller is still thinking, increase the pause slightly. If it waits too long after complete sentences, reduce the pause and test again.

Use automatic threshold as a starting point. Noisy rooms or quieter voices may need a specific test before selecting a different value. These controls do not correct inaccurate business answers; update Knowledge for those.

Test duration

An outbound test lasts at most 2 minutes, even if the draft allows longer calls. An incoming test uses the active version’s limit and your account’s telephony conditions.

Apply changes

Save the draft. For incoming calls, publish and activate a new version. Calls that have already started retain their configuration.