Events during voice conversation

Agents support handling of the following events during voice conversations:

No user input

NoUserInput event is generated when no user input is received within specific amount of time. It is typically used to prevent awkward silences in the conversation or detect connectivity problem in the voice path.

To enable the event, add the following to your bot's Advanced configuration. Adjust userNoInputRetries parameter value to your needs - see below.

{
    "sendEventsToBot": [
        "noUserInput"
    ],
    "userNoInputTimeoutMS": 5000,
    "userNoInputRetries": 2
}

NoUserInput event is converted to NO-USER-INPUT-[X] message sent to LLM, where [X] is retry number starting from 1.

Instruct LLM to react to NO-USER-INPUT-[X] messages:

Example

Respond to "NO-USER-INPUT-1" with "Sorry, are you still there?".

Respond to "NO-USER-INPUT-2" with calling `end_call` tool and saying "Sorry, I can't hear you".

DTMF digits

DTMFDigits event is generated when DTMF digits are detected. It may be used to create legacy IVR-like bots or to implement a shortcut for transfer to human agent.

Refer to Voice AI connet > Bot integration > Receiving notifications > DTMF digits for configuration details.

DTMF event is converted to DTMF-[digits] message sent to LLM, where [digits] are collected digits

Answering machine detection

MachineDetection event enables detection of an answering machine for AI Agents that perform outbound calls.

To leave a message on answering machine, set machineDetection property to detect in the dialout request, and include in your prompt instructions to respond to the VOICEMAIL-DETECTED message, for example:

Respond to "VOICEMAIL-DETECTED" with calling `end_call` tool and saying "Hi, this is Adelle from City Hall. I just wanted to let you know that your application for the pool renovation has been approved! Give me a call back when you get a chance, and I'll go over the details with you. Thanks!"

To disconnect the call upon answering machine detection, set machineDetection property to disconnect. The disconnect will be handled by LiveHub platform - with no AI Agent / LLM involvement.

For more information, see Voice AI Connect > Bot integration > Outbound calling.