Barge-in lets the caller interrupt the audio Navigator is playing and start speaking right away, instead of waiting for the message to finish. This creates a more conversational flow and a better caller experience, since the caller can answer as soon as they know what to say.
Barge-in applies to any audio played by Navigator across the different Navigator nodes in a Studio flow.
Enabling Barge-In
Barge-in is configured on Navigator in Studio
On the Navigator node, go to the Barge-in section.
- Select Enabled.
- Once enabled, a new field appears where you set how many seconds of audio must play before the caller's microphone opens (i.e., before the caller is allowed to interrupt).
- Accepted range: 0 to 20 seconds.
- 0 seconds — the caller can interrupt immediately, without waiting for any part of the audio to play.
- 20 seconds — the caller can only interrupt after 20 seconds of audio have played.
- Default value: 1 second.
- Accepted range: 0 to 20 seconds.
If Barge-in is set to Disabled, the caller must wait for the full audio message to finish playing before Navigator starts listening.
How to Verify if Barge-In Occurred
You can check whether Barge-in was triggered during a specific interaction through CXA Operations:
- In CXA Operations, click Use Cases on the left-side menu.
- Click Analyze Message.
- The Analyze Message report loads, showing one row per interaction analyzed by Navigator, with the following columns:
| Column | Description |
|---|---|
| Flow ID | The Studio flow associated with the interaction. |
| Date/Time | When the interaction occurred. |
| Topic Detected | The topic Navigator detected for the interaction. |
| Message | The message that was analyzed. |
| Barge-in | Whether Barge-in occurred during the interaction (see values below). |
Barge-In Column Values
| Value | Meaning |
|---|---|
| Yes | Barge-in was executed during the interaction. |
| No | Barge-in did not occur during the interaction. |
| Disabled | Barge-in is not enabled on the Studio flow. |
| Not available | The interaction occurred before Barge-in was launched. |
- Click the menu on the right side of a row to open more details about that interaction, including the ability to listen to the specific segment of the user's interaction with Navigator (the Navigator Recording).
FAQ
-
What happens if I set Barge-in to 0 seconds?
- The caller can interrupt the audio immediately, without needing to wait for any of it to play first.
-
What is the default Barge-in wait time?
- 1 second.
-
Where can I check if Barge-in happened on a specific interaction?
- In CXA Operations, under Use Cases > Analyze Message, check the Barge-in column for that interaction.
-
Why would the Barge-in column show "Not available"?
- This means the interaction took place before Barge-in was released, so the information was not captured.