Advanced settings
The Advanced tab holds per-agent call-behaviour toggles and one hard limit: whether the agent hangs up when done, records the call, lets the caller interrupt, remembers returning callers, and how long a call may run. These change how the agent handles a live call without touching its persona or tools.
The settings
| Setting | What it does | Default / notes |
|---|---|---|
| End call when the caller is done | The agent hangs up once the conversation is clearly finished, instead of waiting on the line. | On for most agents; leave off if you want the caller to end the call. |
| Record calls | Stores an audio recording of the call, played back in Call logs. | Stored privately as caller PII. Off unless you turn it on. |
| Let the caller interrupt (barge-in) | The caller can talk over the agent and the agent yields and listens. | Makes conversations feel natural; recommended on. |
| Remember returning callers (caller memory) | On an inbound call from a number that has called before, the agent greets them as a returning caller and recalls their most-recent summary and details, so it doesn’t re-ask. | Inbound only, opt-in. Off by default. |
| Maximum call length | A hard cap, in seconds, after which the call ends no matter what. | Range 30–7200 seconds (30 seconds to 2 hours). |
Caller memory only applies to inbound calls — it matches on the incoming caller’s number. It has no effect on outbound campaign calls.
Privacy note
Two of these settings store caller PII, so both are opt-in and off by default:
- Record calls keeps an audio file of the conversation. Recordings are stored privately, scoped to your workspace, and never placed in a public location or shared across tenants.
- Caller memory retains a returning caller’s most-recent summary and details so the agent can pick up where it left off. Only turn it on where recognising repeat callers is appropriate for your use case, and make sure your callers are informed as your local rules require.
Frequently asked
Q. What’s a sensible maximum call length? Set it a little above your longest expected call — long enough to finish a normal conversation, low enough to cap a stuck or abusive call. The allowed range is 30 to 7200 seconds.
Q. Does barge-in make the agent easier to interrupt by background noise? Barge-in lets the caller talk over the agent, which is what makes the conversation feel natural. If a noisy line is triggering it too eagerly, turn it off for that agent.
Q. Will caller memory work on outbound campaign calls? No. Caller memory is inbound-only and opt-in — it recognises a number that rings in. Outbound calls are personalised instead through Persona & prompt variables and your campaign CSV.
Next
Send finished calls to your systems with Fulfilment, or listen back to recordings in Call logs.