In this article, you’ll learn how to enable and configure call hangup settings, define trigger conditions, and guide end-of-call behavior to ensure your VoiceAgent ends calls appropriately and efficiently.
User level:
Admin
The Call Hangups feature enables the VoiceAgent to autonomously end calls based on predefined conditions, improving call efficiency and user experience. This is particularly useful in scenarios such as encountering an IVR system, reaching voicemail, completing a task, or disqualifying a lead. Users can configure specific instructions in the prompt to guide the agent's behavior during hang-up situations, including what message to leave on voicemail when applicable.
If your VoiceAgent needs to end the call after completing a task, you can enable Call Hangups within VoiceAgent configuration.
Configuring the Hangup Prompt
The Hangup Prompt defines the conditions under which the VoiceAgent should end the call. It is not a spoken message, but an instruction that guides the AI in deciding when the interaction has reached a natural conclusion or cannot proceed further. Following the instructions, VoiceAgent will respond appropriately by ending the call.
To build the Hangup prompt, include specific instructions for situations in which you want the VoiceAgent to end the call.
Example: General call ending prompt
## Ending the call
If the task is complete (e.g. outbound reminder delivered), politely end the call.
If the user says they have no further questions, confirm and call the function.
If the lead does not meet qualification criteria, sign off courteously and end the call.
If multiple retries fail due to errors, apologize and end the call.
If the call is answered by a Voicemail, IVR etc. react accordingly and end the call.
## Voicemail Drop
If you encounter a voicemail you must leave a message where you briefly outline why you're calling, ask for a callback and end the call. You must end the call after leaving a message.
You can customize these prompts to match your specific use cases, qualification logic, or fallback handling.
💡 Interested in capturing hangup-related data? Don’t forget to include clear instructions in the Call Analysis Prompt of your VoiceAgent.
For example, to capture who answered the call, you can use following in the Call Analysis Prompt prompt:
"answered_by" should be set to "human" if the call is answered by a person. If the responder is not a human (e.g. voicemail or IVR), set "answered_by" to "automatic".
If you need any further assistance please do not hesitate to reach out to our Support team, we are always happy to help!