Automatic Exit Control lets you define how and when an automation session should end, based on the intent or event detected during the interaction. Rather than relying only on the AI Agent's own judgment to decide when a conversation is "done" you can configure deterministic rules for four exit types:
- Success
- Escalation
- Timeout
- Hang up
You will control what information, if any, is passed to the Orchestrator when each one is triggered.
These settings are configured per channel, so behavior can be tailored differently for Default, Copilot, Voice, or any other channel you add.
Accessing Automatic Exit Control
- Open the AI Agent Platform and select the Agentic you wish to configure.
- Click the gear icon (⚙️) in the upper-right corner to open the Agentic's settings panel.
- Navigate to Automatic Exit Control.
Exit Types
Automatic Success Exit
When enabled, the automation session ends automatically once the contact says goodbye or otherwise signals that the conversation has reached a natural conclusion. This can be enabled or disabled per channel.
Automatic Escalation Exit
The AI Agent system has a default behavior that is to escalate when the customer asks to speak with a live agent. When enabled, the automation session escalates immediately after the request. This can be enabled or disabled per channel.
Timeout Automation Exit
Timeout Automation defines what happens when the conversation is inactive. This is always active for all channels. It’s possible to configure:
- Setting the duration of timeout: Define how long the system should wait, in minutes and seconds, after the last contact input before classifying the moment as a Timeout.
- Notify Orchestrator on timeout: When enabled, the Orchestrator is notified once the timeout duration has elapsed and receives a timeout value that it can use to decide what happens next (for example, running a wrap-up flow or escalating the interaction).
- Compile and share data on timeout: When enabled, the automation does not end immediately at the moment of timeout. Instead, it keeps running in the background, allowing any in-progress logic to finish and compiling its output, until the Orchestrator completes its own processing.
Hang Up Automation Exit (Voice Only)
Hang Up Automation defines what happens when a voice contact disconnects during a conversation. This only applies to the Voice channel.
- Notify orchestrator on hang up: When enabled, the Orchestrator is notified as soon as the contact hangs up and receives a hang-up value that it can use to decide what happens next (for example, triggering a wrap-up agent or CRM updates).
- Compile and share data on hang-up: When enabled, the automation continues running after the hang-up (instead of terminating immediately) so that any in-progress business logic can finish and its output can be compiled and shared with the Orchestrator before the session fully closes.
How It Works: Timeout Example
In the Automatic Exit Control, the voice channel timeout automation is set to 50 seconds, with both Notify Orchestrator and Compile and share data enabled.
This is the flow that will happen:
- The conversation starts (moment = 0).
- The caller stops talking. Silence continues for 50 seconds.
- After that moment = 50 seconds, the automation exit is classified as Timeout:
- The Orchestrator is notified that the session is in a timeout state (since Notify orchestrator on timeout is on).
- The Coordinator receives instructions on what to do when the session times out.
- The relevant agent workflow runs its business logic.
- The application output is compiled.
A few seconds later, the compiled application output is passed to Talkdesk Studio, which handles the handoff, e.g., escalating the call.
Throughout this process, the caller remains on the line. If the caller starts speaking again before the handoff completes, that new input is not processed by the automation, since the session has already exited into the timeout flow.