Open an agent and select Settings to configure the behavior around its prompt or conversation flow. Agent settings save automatically while you edit the current draft.
Call settings
- Maximum call duration
- End call after a period of silence
- Voicemail and answering-machine detection, with hang-up or leave-message behavior
- IVR detection and hang-up behavior
- Call recording, consent, and recording beep controls when available
- Keypad and digit handling
Speech settings
- Voice and language
- Voice speed
- Interruption sensitivity
- Response eagerness
- Reminder-message frequency
- Background ambience and volume
- Voice volume and digit pronunciation
Instructions and model behavior
Adjust the LLM temperature when you need more or less variation in responses. Persistence appends default guardrails to agent instructions unless you explicitly remove them.
Removing the default guardrails can weaken context boundaries, instruction compliance, topic restrictions, sensitive-data protection, action boundaries, fallback handling, and behavior consistency. Strengthen and test your custom instructions before removing them.
Transcription settings
- Denoising
- Endpointing behavior
- Vocabulary specialization for domain-specific terms
Test changes with real examples from your callers. Faster endpointing can reduce latency but may cut off a caller who pauses mid-sentence.
Dynamic variables
Define variables that personalize a prompt, greeting, tool request, or flow. Provide a default value for preview calls and for production calls where the caller-specific value is unavailable.
Use test values in the preview. Do not use production secrets as test variables.
See Dynamic variables for supported sources and testing guidance.
Configure extraction triggers for events such as On Call Ended or On Call Transferred. An extracted category can be text, yes/no, numeric, or a fixed known value.
Security
Agent security controls include PII protection, anonymization, and redaction. Workspace-level privacy settings can provide defaults, while an agent can apply the behavior appropriate for its workflow.
Configure recording consent, data handling, and PII behavior for the laws and policies that apply to your callers. Product controls do not replace legal review.
