Note: This feature is exclusively available for Agentic workflows and supports the Voice channel only.
The Inactivity Message Configuration feature helps you manage conversational flow during voice interactions with your AI Autopilot Agentic. When a customer becomes silent or unresponsive during a call, the system automatically sends a follow-up message after a defined period of silence — either repeating the last statement or generating a new context-aware response — to re-engage the customer and prevent call abandonment.
- Pre-Requisites
- Accessing Inactivity Message Configuration
- Enabling the Feature
- Configuring Inactivity Messages for Voice
Pre-Requisites
Before configuring this feature, ensure the following requirements are met:
- You have an existing Autopilot Agentic created and operational. For setup instructions, refer to our article titled "Creating an Autopilot Agentic."
- Your user account has the necessary permissions to access and modify Agentic settings.
- A Voice channel is already configured and active in your environment.
Accessing Inactivity Message Configuration
- Open the AI Agent Platform and select the specific Agentic you wish to configure.
- Click the gear icon (⚙️) in the upper-right corner to open the Agentic's settings panel.
- Navigate to the Message Configurations section.
- Locate the Inactivity Message option.
Enabling the Feature
By default, the Inactivity Message feature is disabled.
To activate it, toggle the switch on the right side of the Inactivity Message row to the on position. Once enabled, all related configuration options will become accessible.
Configuring Inactivity Messages for Voice
Adding a Channel
- Click Add Channels.
- Select Voice.
- The voice-specific configuration fields will appear immediately after selection.
Choosing a Message Type
Select how the system should respond when a customer becomes inactive:
| Message Type | Description |
| Repeat Last Message | Replays the last statement or question sent to the customer. Useful for ensuring the customer heard the key information or prompt. |
| AI-Generated Message | Dynamically creates a new, context-aware message to re-engage the customer. Allows the Agentic to guide the conversation more naturally or offer clarification. |
If you select AI-Generated Message, an additional text field will appear, allowing you to provide a custom prompt or instruction to guide the generated response. If left empty, the system will automatically generate a response based on the conversation context.
Setting the Duration of Inactivity
Define how many seconds of customer silence must elapse before the inactivity message is triggered.
- Minimum: 3 seconds
- Maximum: 20 seconds
- Default: 5 seconds
For example, if set to 5 seconds, the system will send the inactivity message after 5 continuous seconds of silence.
Setting the Number of Retries
Define how many times the system should send the inactivity message if the customer continues to be unresponsive.
- Minimum: 1 attempt
- Maximum: 3 attempts
What happens after the maximum retries are reached?
Once all retry attempts are exhausted with no customer response, the interaction will follow the fallback flow defined in your Agentic configuration. This may include transferring the call to a live agent, ending the session, or triggering a wrap-up action — depending on how your Agentic flow is set up.
Tip: If you want unresponsive calls to be transferred to a human agent, make sure your Agentic fallback flow includes a transfer action.
Saving your Configurations
Click Save to finalize and activate your settings. Once saved, any customer who becomes inactive during a voice call will automatically receive the configured inactivity message based on the parameters you defined.