Agent settings

This page is a map of every setting on an agent: where it lives in the editor, what it does, and its default. Most settings link to a dedicated page with more detail. Settings are grouped by the buttons in the agent editor header:

Header button	What’s inside
General Settings	Name, use case, type and direction, Agent Instructions, technical settings
Channels	Phone numbers, messaging numbers, web widget, dialing strategy
Agent	Language, voice, patience, keypad, emotions, recognition, guardrails, voicemail (a smaller panel for Text agents)
Availability	Time zone, calling hours, retries, concurrency, follow-ups
Variables	Contact variables used by the agent
Mailboxes / Human Approval	Email agents only
Workflow tab	Triggers, pre-call actions, pre-call chat, success criteria, post-call analysis, post-call actions

On narrow screens, these buttons collapse into the Options menu. Changes aren’t applied until you click Save (and Publish, if your account uses versions).

General Settings

Setting	What it does	Default
Agent name	Shown in the dashboard, reports, and webhooks. At least 3 characters.	New agent
Use case (optional)	Context for the AI Assistant and Studio Chat.	Not Specified
Type	Voice, Text, Email (or Trigger Bridge). See Create an agent.	Voice
Direction	Outgoing, Incoming, or both (Voice).	Outgoing
Agent Instructions	Rules and context the agent follows on every turn. See Instructions and guardrails.	Empty
Technical Settings	Recording, compliance, memory, and limits. See below.	—

Technical Settings: voice agents

Setting	What it does	Default	Applies to
Record Calls	Records calls and makes the recording available on the call and in webhooks.	On	All voice
Play a message that calls are being recorded	Plays a recording notice at the start of the call.	Off	Incoming
Stop Recording When Call Is Transferred	”Stops the call recording as soon as the call is transferred to another number.”	Off	All voice
Limit the duration of the call	Maximum call length (Time In Minutes, 1–60). “Forwarded calls get an additional extension of 150 minutes.”	30 min	All voice
Check US Federal Do Not Call (DNC) Registry	”Block calls to numbers listed on the US Federal Do Not Call registry. Test calls are excluded from this check.”	Off	Outgoing
Include State Do Not Call (DNC) Lists	Also checks state lists. Appears when the federal check is on.	Off	Outgoing
Enable Account Do Not Call (DNC) List	Skips numbers on your account’s Do Not Call list.	—	Outgoing
Update Account Do Not Call (DNC) List Automatically	Adds contacts who ask not to be called to the account list.	—	Outgoing
Continue Dialing Attempts after “Call Later”	Keeps retrying contacts classified as Call me later.	On	Outgoing
Allow Duplicate Phone Numbers	Lets several contacts share a number. “Once enabled, this setting cannot be turned off.”	Off	Outgoing
Send SIP Headers	”Include contact variables as custom SIP headers on outbound calls and transfers.”	On	Outgoing
Contact Memory	Lets the agent remember facts about a contact across conversations. Options: Turn Off Contact Memories, Turn Off Contact Memory Contribution, Turn Off Global Contact Memories, Use Custom Contact Memory Prompt (up to 2,000 characters). See Contact memory.	—	All
Sensitive data detection	In the Sensitive Data section. Under What counts as sensitive, choose Payment and credentials (on by default), Personal identifiers, Health information, or Custom. Under When sensitive data is detected, choose Mask sensitive messages, Delete transcripts with sensitive data, or Delete recordings with sensitive data. Categories apply to voice call agents; chat and email agents detect payment data and credentials only. See Sensitive data.	Off	All
Close widget form on new message	Closes an open in-call form when the agent speaks again. Shown when web calls are on.	—	Web calls

Technical Settings expanded, showing Record Calls on, Stop Recording When Call Is Transferred off, Check US Federal Do Not Call (DNC) Registry off, Enable Account Do Not Call (DNC) List off, and Continue Dialing Attempts after Call Later on — The Technical Settings section of General Settings on a voice agent.

Technical Settings: Text and Email agents

Setting	What it does	Default
Schedule New Chat for [Follow up] Contacts	Re-engages contacts marked Follow up, after Wait Time Before Re-engaging Follow Up Contact (60 minutes to 30 days).	Off; wait 1440 min
Chat Window Duration in Minutes (idle time before chat closes)	How long an idle chat stays open.	5
Message Delay Range	Random delay before each reply, to feel human (3–30 s).	3–10 s
Split messages into multiple sentences	Sends long replies as several short messages.	Off

See Text agent setup and Email setup.

Channels

Tab	What you choose	Notes
Voice Channels	Phone numbers from Managed by Callers, Twilio, Telnyx, or SIP connections	Outgoing agents rotate through the selected numbers. Incoming agents answer on them.
Text Channels	SMS numbers (Twilio, Telnyx) or a WhatsApp number	Text agents and pre-call chat.
Widget	Embed on Web or Custom (SDK)	Voice agents with the Incoming direction. See Install the widget.
Dialing Strategy	Rotate Numbers, Prefer Local Numbers, or Auto Optimize	Default Rotate Numbers. See Phone numbers and caller ID.

Tabs only appear when they apply to the agent and your account has numbers from that provider.

Agent (voice and conversation)

Setting	What it does	Default	Details
Language	The language the agent speaks and understands.	English (US)	Supported languages
Voice	The agent’s voice. Preview it with Sample text.	—	Voices and sounds
Background Soundscape	Ambient sound behind the agent, with Background volume level (0–100). SIP calls only.	None; volume 50	Voices and sounds
Noise Cancelation	Reduces background noise in the call audio, from Basic to Extreme.	Off	Conversation dynamics
Patience Level	How long the agent waits after the contact stops talking (100–2000 ms, Fast / Balanced / Slow).	1000 ms	Conversation dynamics
Initiate Conversation After No Response	The agent speaks up after this many seconds of silence.	8 s when on	Conversation dynamics
Auto-Adjust Patience on Interruptions	Adapts patience when the contact interrupts often.	On	Conversation dynamics
Keypad Input (DTMF)	“Accept keypad input during the call.” With Submit Input with # (on) and Manual input only (off).	Off	Keypad input
Voice Emotions	Expressive delivery on emotion-ready voices. Emotion Merge groups 2–5 sentences (Max Merge Sentences, default 2).	Off	Voices and sounds
Boost Keyword Recognition	Words to recognize more reliably, each with a weight (−100 to 100).	—	Speech recognition vocabulary
Speech Recognition Vocabulary	Custom vocabulary for transcription.	—	Speech recognition vocabulary
Pronunciation Dictionaries	How the agent pronounces specific words (Word, IPA).	—	Pronunciation dictionary
Guardrails	Rules that check the agent’s responses.	Off	Instructions and guardrails
Leave message if reaching voicemail	Leaves a voicemail (at least 20 characters). When to leave a voicemail: Whenever voicemail is detected, First detected voicemail only, or On the final scheduled call (if voicemail is detected). Rephrase message with AI varies the wording.	Off	Voicemail and screening

Text agents only show Language here.

Noise Cancelation, Voice Emotions, Speech Recognition Vocabulary, and organization Pronunciation Dictionaries are enabled per account. If you don’t see them, email .

Availability

Setting	What it does	Default
Time zone / Use Contact’s Time Zone	Which clock calling hours follow. With contact time zones, set a Fallback Time Zone.	Your browser’s time zone
Days and time slots	When the agent may call. Several slots per day; Copy time slots to all days.	—
Total Dial Attempts	Maximum attempts per contact.	5
Min Wait Time Between Dial Attempts	Gap between attempts.	90 min
Max Daily Dial Attempts	Attempts per contact per day.	3
Limit Concurrent Calls / Max Outgoing Calls in Parallel	Caps simultaneous outbound calls.	10
Max incoming calls in parallel	Caps simultaneous inbound calls (1–20).	2

Text and Email agents have follow-up settings here instead (Total Follow Up Attempts, Min Wait Time Between Follow Up Attempts, Send Follow-up when no reply, Only follow up if never replied, Send follow-ups during agent schedule). See Scheduling and retries.

Workflow tab

The Workflow tab shows the agent’s lifecycle from left to right:

Stage	What you configure	Details
Triggers	App Center events that add or archive contacts	Triggers
Pre-Call Actions	Requests that run before each call	Actions
Pre-Call Chat	A text message asking permission before calling	Pre-call chat
Conversation	The script, availability, and retry summary	Script editor
Summary	Post-call analysis questions	Post-call analysis
Success Criteria	Goal Reached and Goal Not Reached outcomes	Success criteria
Post-Call Actions / webhooks	Actions and webhooks that run on outcomes	Webhooks

Settings managed by Callers

Some advanced settings (for example, interruption detection thresholds, hang-up-on-silence timing, voicemail and screening detection tuning, and nested script depth) are tuned by Callers. Contact support to adjust these settings.

Create an agent

Types, directions, and use cases.

Conversation dynamics

Patience, interruptions, and silence.

Scheduling and retries

Calling hours, attempts, and concurrency.

Statuses and outcomes

What happens after each conversation.

Get started

Build your agent

Guardrails and security

Test and deploy

Voice

Channels

Contacts and outreach

Results and analytics

Human operators

Best practices

Account and administration

Enterprise

Resources

General Settings

Technical Settings: voice agents

Technical Settings: Text and Email agents

Channels

Agent (voice and conversation)

Availability

Workflow tab

Settings managed by Callers

Create an agent

Conversation dynamics

Scheduling and retries

Statuses and outcomes

General Settings

Technical Settings: voice agents

Technical Settings: Text and Email agents

Channels

Agent (voice and conversation)

Availability

Workflow tab

Settings managed by Callers

Related

Create an agent

Conversation dynamics

Scheduling and retries

Statuses and outcomes