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Runtime contains the rules that take effect while a live voice conversation is running. It has two sub-tabs: Settings and Transfer.

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Settings

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Conversation Behavior

These controls shape turn-taking and audio handling:
  • Noise Handling: Off, Standard, High Noise, or Strict Guard for progressively more aggressive background-noise handling. High Noise and Strict Guard expose a level slider.
  • Interruption Sensitivity: from 0 to 1, between harder and easier for the caller to interrupt the agent.
  • Response Eagerness: from 0 to 1, between more patient and more eager to respond.
Start with the defaults and change one control at a time. A noisy call may need stronger noise handling, while a caller who frequently pauses mid-sentence may need a less eager response.

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Natural Closing

Natural Closing has two independent controls:
  • Agent-Led Wrap-Up lets the agent decide that the conversation is complete and end it naturally.
  • Human-Led End lets the agent recognize that the caller wants to finish and close the call.
You can also configure a Goodbye Message. Leave the platform message in its default/AI mode, or switch to a custom message. Keep a custom closing short enough to sound natural over the phone.

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Duration Limit

Max Call Duration is the safety ceiling for a live call. It accepts 1 to 30 minutes and defaults to 10 minutes. The runtime tries to wrap up shortly before the limit so the call does not end in the middle of an answer. Use Call Limit Message to define what the caller hears when the limit is reached. The limit also protects against runaway provider and model costs; it is not a replacement for a clear call flow.

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Silence Handling

End on Silence ends the call when neither side has spoken for the configured period. The Studio accepts 5 to 120 seconds. The default is 25 seconds. Configure Silence Timeout Message for the line played before the call ends. You can also enable silence reminder to play a short check-in before the timeout. Remind after must be less than the end-on-silence value and defaults to 15 seconds when enabled. Silence handling is useful for abandoned calls and disconnected audio, but a very short timeout can cut off callers who think before answering.

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Transfer

Enable Transfer to Human when the agent should hand a caller to your team. Add one or more transfer numbers; Vocily tries them in priority order until a person is available. Each transfer number can be:
  • Always available, or limited to working hours.
  • Configured with a start hour, end hour, and timezone.
  • Moved up or down in the priority list or removed later.
Before the first transfer number can be added, configure both caller messages:
  • Transfer Message — spoken before connecting the caller to a teammate.
  • Busy Message — spoken when every transfer number is unavailable or outside its working hours.
Both messages are required before you add the first transfer number. This ensures callers know what is happening before a handoff and what to expect when nobody is available.

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Save and test

Select Save Changes after changing the runtime settings. Transfer numbers are managed from the Transfer sub-tab and require the appropriate workspace number permissions. Test at least these paths before going live:
  1. Interrupt the agent while it is speaking.
  2. Stay silent long enough to hear the reminder and timeout behavior.
  3. Ask the agent to finish naturally.
  4. Trigger a transfer during and outside a configured transfer window.
  5. Make sure the transfer busy message is understandable and does not promise a handoff that did not happen.
Runtime governs live-call behavior. Deploy controls which number or channel reaches the agent, and Outcome controls what is retained and analyzed afterward.