Limiting Agent Conversation Duration to Save Credits

Guys, I've had a number of cases where the agent just keeps talking and never hangs up. It has burned many credits. How do i limit each agents conversation?

23 comments

Tony K
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I wish we had a soft limit on call duration as well. If we set to 5 minutes, then the agent knows it needs to end the call within the next conversation thread (finish off the thought but warn the caller that we need to wrap up the call).
Val/AdValorem
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Would advance prompt take care of this?
Maksym Protsenko
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Hi Val/AdValorem, have you tried adding a new rule into one of your agent's "Speak" nodes to instruct your AI agent when to terminate a phone call?
Tony K
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hasn't worked for me, but some of the variables that are coming out soon (according to Torrey Leonard) might help. I was also thinking of adding a webhook call to help with this, but haven't tried it yet. Basically would call a webhook on every single speak node and return something to end the call or something like that...
Tony K
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Maksym - The agents are horrible at keeping time
Tony K
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I've asked "how long have we been on the phone" and it is always REALLY wrong
Maksym Protsenko
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Last time I checked in v1.0 agents this rule performed quite well, and it always terminates the call if there is no respond after 3 attempts. Val/AdValorem you can give it a try by adding this rule into one of your agent's "Speak" nodes. Here is the rule: "If the caller doesn't respond, ask "Are you there?" differently 3 times. If there's no answer after 3 attempts, say "It looks like I lost you. I'll call back later" and terminate the call."
Val/AdValorem
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I've tried this
Tony K
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Maksym Protsenko - can we use variables in the speak node outcomes (v1.8)? Maksym - oh that is a different scenario that I was thinking about.. Mine was that someone just keeps talking
Val/AdValorem
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What this does is constantly ask the caller are you there.
Val/AdValorem
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Doesnt fix the issue of time
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Maksym Protsenko
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Val/AdValorem Could you please share a few examples of such calls, so we can investigate, and come up with a solution for this issue?
Maksym Protsenko
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Tony K Yes, you should be able to use variables in the "Speak" nodes, but I don't think that variables would work if you add them as outcomes in v1.8 agents.
Tony K
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not in the node itself, but the outcomes? {{metadata.Variable}} or {{whateverweuseinthegetfields}} ie "{{metadata.timeresponse}} is not endcall"
Val/AdValorem
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Stayed on the call for 12min: https://app.thoughtly.com/agent/hVXvV9z3/responses/af9fe356-f26b-4a86-a0d9-337bb11ddcfa
Tony K
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Maksym Protsenko ie (I just did this without real webhook or extract to illustrate)
Val/AdValorem
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This one stayed on the call for 59 minutes: https://app.thoughtly.com/agent/hVXvV9z3/responses/f0780cbd-5748-4995-a0d8-a845d9067d57
Val/AdValorem
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30 min on this: https://app.thoughtly.com/agent/hVXvV9z3/responses/e16d53ee-b34f-434f-a881-130958759f8a
Bryan Alagao
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I noticed the same issue while going over the recordings 🫠 Thoughtly
Shay R
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That's crazy Val/AdValorem
Shay R
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Definitely needs to be addressed
Alex Casella (Thoughtly)
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Hi all, we have added a fix for calls not ending when hitting voicemail. Please keep an eye out for calls made after today. One of the examples above is when the agent hit an IVR system, we will have a solution for that when our new IVR feature gets released within the next month so stay tuned. cc Carlos Torrey Leonard
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Val/AdValorem
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Unfortunately, I'm over my credits because my agents love to yap, so I'll be able to test it in a few weeks when they reset. Thanks

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