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The General Tab contains timeout settings that control what happens when callers become unresponsive.

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Location

Left Sidebar → Agent Settings → General tab

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LLM Idle Timeout Settings

Configure how long agent waits for user response before sending inactivity message. After 3 attempts, conversation automatically ends.
SettingInputDefaultDescription
Chat TimeoutSeconds60Timeout for chat/text conversations
Webcall TimeoutSeconds20Timeout for browser voice calls
Telephony TimeoutSeconds(configurable)Timeout for phone calls

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How Timeout Works

  1. User stops responding — Silence detected
  2. Timeout triggers — After configured seconds
  3. Agent sends inactivity message — “Are you still there?”
  4. Repeats up to 3 times — Giving user chances to respond
  5. Call ends automatically — After 3 failed attempts

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Setting Recommendations

ChannelRecommended TimeoutReason
Chat60sUsers may be multitasking
Web Call20sReal-time, expect engagement
Telephony15-30sPhone calls expect quick responses

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Inactivity Messages

When timeout triggers, the agent sends a re-engagement message. Configure what the agent says in your prompt: 
If the user hasn't responded for a while, say something like:
"I'm still here if you need anything. Is there something I can help with?"

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Use Cases

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Short Timeouts (10-20s)

  • Sales calls where engagement matters
  • Time-sensitive conversations
  • Active support calls

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Longer Timeouts (30-60s)

  • Complex issues where user might be looking something up
  • Multi-tasking expected
  • User might be finding information

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What’s Next

Widget Configuration

Configure web widget

Testing Your Agent

Test timeout behavior