Control who speaks first on outbound calls

Configure whether the AI agent speaks first or waits for the contact on outbound calls.

When your AI agent makes an outbound call, you can control whether it speaks first or waits for the contact to say hello. By default, the agent speaks first.

When to use each mode

• AI speaks first: Best when contacts are expecting the call (form submissions, appointment confirmations). Simpler setup.
• Wait for contact: Feels more natural (mimics how a real person behaves). May help with compliance in some jurisdictions where regulations apply to automated calls.

Silent contact fallback

Add a fallback for contacts who answer but don’t speak:

Add a prompt rule to handle silence: if the contact answers but says nothing for a few seconds, the agent should greet them by name. If still silent, the agent can offer to follow up by text and end the call.