Behaviour settings

Default model

The LLM that powers the agent: the model, its temperature and its max token limit. Overridable per playbook.

Also asked as:

change which AI model the assistant uses
switch to a different provider’s model
set the temperature for the whole agent
does a bigger model cost more per message
which model burns the most credits

Related: Model · Temperature · Outage protection

Documented in: Behaviour › Default model · Playbooks › Model settings

Memory

How many conversation turns the agent keeps in context (10–100, default 50), stored in the {vf_memory} variable. Higher values give the agent more history to work with but increase latency and token usage.

Also asked as:

how far back does the assistant remember
the bot loses track of earlier parts of the chat
previous turns getting dropped from context
the bot forgets things said earlier in the conversation
how much of the chat history does the assistant keep
it stops remembering after a while

Related: Context window · Chat persistence · Behaviour

Documented in: Behaviour › Memory

Faster processing

Priority processing for supported models. Uses more credits; off by default.

Also asked as:

make replies come back quicker
reduce model latency at extra cost
responses take too long to come back
speed up slow replies

Related: Default model · Credits

Documented in: Behaviour › Faster processing

Outage protection

Automatic detection of a model provider outage, with a fallback LLM provider you configure per provider.

Also asked as:

what happens if the model provider goes down
fallback model during an outage
switch to another model provider automatically when one is down
keep the agent running through a provider incident

Related: Default model

Documented in: Behaviour › Outage protection

Timezone

The timezone for {vf_now} and the other built-in time variables, and for any time-aware behaviour: the agent’s internal clock.

Also asked as:

the bot gets the current time or date wrong
set which clock the assistant uses
the agent thinks it’s a different time of day
make date and time values match our region

Related: Built-in variables

Documented in: Behaviour › Timezone

Voice output

The text-to-speech side of a voice agent: the provider (ElevenLabs, Cartesia, Rime, Google Chirp, Amazon, Microsoft), the voice, the synthesis model, real-time sync of audio and text, and voice tuning. Also available in chat projects through the widget’s voice mode.

Also asked as:

change the voice the assistant speaks with
pick a different text-to-speech provider
make the voice sound more natural or slower

Documented in: Behaviour › Voice output · Behaviour › Provider, voice, and model · Behaviour › Voice tuning · Behaviour › Sync audio and text output

Pronunciation dictionary

Rewrites words or phrases in the agent’s responses before they are sent to text-to-speech, so names, places and product terms are pronounced correctly.

Also asked as:

the voice mispronounces our brand
teach the assistant how to say a name
fix how a word is spoken on calls
the voice says a customer’s name wrong
our product name is pronounced incorrectly on calls
correct how a word sounds in the spoken reply

Related: Voice output · Keywords

Documented in: Behaviour › Pronunciation dictionary

Background audio

Optional ambient audio and audio cues played on a call, for example while the agent is processing. Also available in chat projects through the widget’s voice mode.

Also asked as:

play hold music while the bot is thinking
sound effects during the pauses on a call
callers hear dead air while the assistant works

Related: Voice output

Documented in: Behaviour › Background audio and audio cues

Voice input

The speech-to-text side of a voice agent: the provider (Deepgram, Gladia, Cartesia, AssemblyAI, Google), the transcription model and language, plus keywords, end-of-turn detection and keypad input.

Also asked as:

the assistant mishears what callers say
change the transcription language
pick a different speech recognition provider

Related: Keywords · End-of-turn detection · Keypad input

Documented in: Behaviour › Voice input · Behaviour › Provider, model, and language

Keywords

A comma-separated list of words to boost in transcription: product and company names, proper nouns, industry terms that standard speech recognition misses.

Also asked as:

transcription keeps getting our product name wrong
make speech recognition pick up specific words
boost recognition of unusual terms

Related: Voice input · Pronunciation dictionary

Documented in: Behaviour › Keywords

End-of-turn detection

Controls when the agent decides the caller has finished speaking: a confidence threshold (0.5–0.9, default 0.60) and the timing around it.

Also asked as:

the agent interrupts callers before they finish
the bot waits too long before answering on calls
tune when the assistant starts talking

Related: Voice input

Documented in: Behaviour › End-of-turn detection

Keypad input

Lets callers enter digits on the phone keypad (DTMF) during a call, with a timeout and other settings you configure. Voice projects only.

Also asked as:

the caller presses a number to choose a department
read the digits someone types on their phone
touch-tone menu for a phone agent
press 1 for sales and 2 for support
let callers choose with the keypad
DTMF tones during a call

Related: Voice input · Playbook step

Documented in: Behaviour › Keypad input

Session timeout

How long an inactive session lasts before it ends: minutes for chat projects (1–2,880, default 15, or off to keep sessions alive indefinitely) and seconds for voice projects (10–300, default 60).

Also asked as:

the chat ends after a few minutes of inactivity
calls hang up when the caller is quiet for a while
change how long a session stays open
how long before an idle conversation is closed
the call ends if nobody speaks for a minute

Related: Chat persistence · Conversation

Documented in: Behaviour › Session timeout (Chat projects) · Behaviour › Session timeout (Voice projects)

Chat persistence

Whether chat history is kept between sessions in chat projects — never forget, forget after a period, or forget on every reload — set in Behaviour and, per embed, with the widget’s persistence option.

Also asked as:

the widget forgets the conversation when the page is refreshed
keep the chat going after a reload
start every visit with a fresh conversation
the conversation resets whenever the page reloads
keep the same chat when the visitor comes back
a new session every time the page refreshes

Related: Memory · Session timeout · Chat widget API

Documented in: Behaviour › Chat persistence · Chat widget API › Configuring chat persistence

Events

Triggers for agent behaviour from outside the conversation — a webhook, a CRM update, a system alert, any external signal your application sends. Created in Behaviour and fired through the API or the widget.

Also asked as: