Start

The Start node is essential for the functionality of every agent and is already automatically placed on the building canvas prior to creating the conversational flow.

This node indicates the beginning of the flow and has to be connected to the following nodes in order to initialize the flow. If not connected, the agent cannot be reached by the user.

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Record the call

You can decide whether you want to record all calls by clicking the "Record Call" box in the node. If chosen, you can listen to the call recording in the reports.

Disconnected Call Support

Add a URL that an HTTP request will be sent to when the call is disconnected for any reason (either the agent disconnects the call, the call hangs up, etc.). The call disconnected Webhook will be a POST request.

All information provided by our insights API (transcriptions, recordings, general info) is automatically wiped after 30 days (this will be increased to 90 days in the next few weeks), to maintain privacy and compliance with GDPR and other privacy regulations.

Silence Overlay

This feature enables AI Studio's voice agents to play a background audio file during prolonged periods of silence.

In voice interactions, high latency can occur when the Virtual Agent (VA) utilizes multiple services (such as ASR, TTS, NLU) or Generative AI services (like Intent Classification or Entity Extraction via LLM).

These processes may result in delays exceeding 1 second, causing "dead silence" on the call. This silence can be uncomfortable for end users, leaving them unsure if the call is still active or if the agent is processing their request.

The Silence Overlay addresses this by filling the silence with audio, indicating that the VA is actively processing the query.

How it works

When the Silence Overlay is enabled, the system automatically detects when the VA takes longer to respond.

• Audio Behavior: The feature plays a track simulating office sounds, such as a human agent typing on a keyboard or clicking a mouse.

• Timing: The audio starts automatically during prolonged silence and stops immediately the moment the VA is ready to respond.

Feature Details:

• Channel: This feature is available exclusively for the Telephony channel.

• AI Engines: It is supported across all Vonage VA engines: Traditional NLU, Hybrid NLU, and Agentic NLU.

• Configuration: The audio track is set by default and cannot be customized.

• Call Recording: If Call Recording is active, the overlay audio will be included in the recording.

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In an Outbound Call Scenario, what if an answering machine takes the call?

AI Studio can recognise when an answering machine picks up the call, and the call is going to be immediately disconnected.

Consult with your Vonage Account Manager on the best practices.