Go to AI Colleagues, then open Advanced Settings. Here you can fine-tune how your agent handles timing and turn-taking during a call.
Timezone – The local time your agent uses when talking about dates, opening hours, or "today" and "tomorrow." Set this to your business's timezone, not the caller's.
First turn after greeting – Decide who speaks next once the opening greeting ends. "Wait for the caller" suits open conversations; "Agent continues" works better when a tool call needs to run right away, for example to collect a phone number or email address.
Pause after the caller stops speaking – Extra wait time before the agent replies, useful when callers read out numbers, codes, or spell things out letter by letter. Around 0.5s feels snappy for normal chat; 1.5s is a better starting point for IDs and reference numbers.
Check in after silence – If the caller goes quiet for this many seconds, the agent asks if they're still there. Raise it when people need time to look something up. Set to 0 to turn it off.
