Hang up

Call handling - Hang up is when the agent is done. When a human should take over, that is Transfer. Mixing the two is how callers get cut off instead of handed off.

The page explains it as: when and how calls end - a question fully answered, silence from the caller, or a hard time limit.

hang-upExpand

Automatic ending uses End Call Reasons. Call Duration Limit is a separate safety net with its own toggle and a Maximum call duration control (a duration picker, not a free slider).

First setup - a clean goodbye

1. Turn Enable Automatic Call Ending on

   When on: “The agent ends calls automatically based on the conditions below.” When off: End Call Reasons are hidden and calls will not end from those reasons. Your reasons stay saved and come back when you turn this on again. Call Duration Limit can still stay on as a hard cap.

2. Keep or rewrite the onboarding reasons

   Onboarding already adds several reasons (for example call_completed, no_additional_help, issue_resolved). Each row shows whether the farewell is AI Generated and how many interruption(s) allowed.

   Open the pencil on a reason. A good reason matches something a caller says or confirms - they confirm they do not need anything else. A bad reason is a vibe - “when done,” “when it feels finished.” Vague reasons hang up on a pause.

   Empty list + automatic ending on = Required will stop you. Add one specific reason with + Add reason, or turn the master switch off.

   

   hang-up-reasonExpand

3. Edit the reason fields

   The editor is Manage End Call Reasons:

   ReasonREQUIRED

   The reason name (for example call_completed).

   AI GeneratedDEFAULT

   When checked, the farewell is generated from your prompt. Right for almost every reception line.

   Static Farewell Message

   Use the exact same sentence every time - only when legal or brand needs a fixed script.

   Farewell prompt

   The prompt (or static text) used when ending the call. Keep it short.

   Goodbye interruptions allowed

   How many times the caller can interrupt the goodbye and keep the call going before the agent hangs up anyway. 0 hangs up immediately even if the caller speaks. Default is 1.

   Click Update to save the reason, or Cancel to close without changing it.

4. Set Call Duration Limit as a ceiling, not a target

   Turn Call Duration Limit on. Set Maximum call duration (for example 5 minutes). The call ends after this time even if they are still talking.

   Demo plans show: Demo plans are capped at 5 minutes. You can set a longer limit - the backend will still end the call at 5 minutes.

5. Try this agent

   Ask one question, say you are done, and listen. If it cuts you off mid-thought, the reason is too loose - rewrite it. If it chats forever after goodbye, the reason never matched - add the phrase you actually used.

Add a reason later

+ Add reason when a real call ended badly (agent stayed on after “thanks, bye,” or hung up during a long name). Name the reason after the situation, write the prompt in the language of your calls, save with Update, then replay that scenario.

Delete a reason that fires on pauses. Do not delete every reason and leave automatic ending on.

Troubleshooting

Required wants end-call reasons

Automatic ending is on and the list is empty. Add one specific reason, or turn Enable Automatic Call Ending off (keep Call Duration Limit on if you still want a hard cap).

The call died at five minutes

You are on Demo, or Maximum call duration is five minutes. On Demo the backend still ends at five minutes even if you pick a longer value. Upgrade if you need longer live calls; for tests, wrap up sooner.

The agent hung up instead of transferring

The wrap-up reason matched before Transfer did. Make the hang-up reason require a confirmed “nothing else,” and put transfer phrases on Transfer, not here.

Next Steps

Transfer - Advanced (talk-over / silence) - Call results