We’re excited to introduce a new optional Hang Up Moment - designed to make your AI Agent even more natural and efficient during Voice interactions.

What Are Moments?

Moments are predefined, structured scenarios that guide how your AI Agent responds during the most important parts of a conversation.
They help your AI Agent navigate key interaction points with clarity and consistency, while still enabling a fully conversational experience.

Hang Up Moment - Optional, Voice Only

A dedicated Reasoning capability automatically detects when a customer wants to end the call by using phrases like “Thank you, that’s all”.

The Hang Up Moment allows your AI Agent to:

• Immediately execute a guided end-of-call process as soon as it identifies the customer’s intention to wrap up the conversation.

• Initiate disconnect logic on the AI Agent side, even before the caller hangs up.

• Maintain a smooth, human-like experience by acknowledging the customer’s wish to end the conversation and concluding the call gracefully.

How to Enable It

1. Navigate to the Moments section in the navigation tab and open Optional Scenarios.

2. Link a dedicated process to the Hang Up Moment that defines the messaging your AI Agent should use before disconnecting, as well as the hangup logic (configured as a specific handover: Transfer → Handovers).

3. Activate the Hang Up Moment - this will introduce a dedicated tool that triggers the hangup logic when the AI Agent detects the customer wants to end the conversation.

This Moment is fully optional and applies only to the Voice channel.

If you choose not to enable it, the AI Agent will simply continue the conversation and respond to new messages as usual using its standard reasoning path.
If you are using an Intent that serves the same purpose, this intent should be removed and replaced with this Moment.

Further information can be found in the documentation here.