Agent behaviour

The agent talks too long, makes things up, interrupts, speaks the wrong language or hangs up too early. Causes and solutions.

Last reviewed on October 25, 2026

Three things determine how your agent talks: the prompt, the Call Settings in the Personality tab and the tools that are switched on. Almost every behaviour problem can be fixed in one of these places.

The agent talks too long

Possible cause	Solution
The prompt doesn't ask for brevity	Add a clear rule: "Answer in two sentences at most and only ask one question at a time."
The prompt contains long lists that the agent reads out	Put only the key points in the prompt and details in the knowledge base
Creativity is set far to the right	Move the slider towards Precise

How to test it: In the audio test, ask an open question such as "What do you offer?". The answer should finish in two or three sentences and end with a follow-up question.

The agent makes up information

Possible cause	Solution
The information isn't anywhere	Add it to the prompt or the knowledge base
The prompt allows guessing	Add: "If you don't know something, say so openly and offer a callback."
Spots from a template haven't been filled in	Fill in all the spots in square brackets. The dashboard counts them under Unfilled spots in the prompt
Creativity too high	Slider towards Precise

How to test it: Ask specifically about something that isn't in the prompt, such as a price for a service you don't offer. The agent should say that it doesn't know.

The agent interrupts the caller

Possible cause	Solution
Response time is set to Fast	Move it towards Patient. The agent then waits longer before answering
Callers dictate numbers or addresses with pauses	Add to the prompt: "Let the caller finish numbers and addresses completely."
Strong background noise on the caller's side	The agent mistakes noise for speech. In the prompt, ask for a short confirmation before it continues

The agent answers too slowly

Possible cause	Solution
Response time is set to Patient	Move it towards Fast
A tool is waiting for a slow system	Check in Main Logs which tool ran. Add a Waiting text so the caller knows something is happening, and shorten the timeout
The Incoming Webhook responds late	The greeting waits for your webhook. See Webhooks
The prompt is very long	Cut it down to the essentials. Rare details belong in the knowledge base

The agent speaks the wrong language

Possible cause	Solution
A different language is set on the agent	Check the agent's language or choose Multi-Language
The agent is multilingual and the caller started in another language	Intended: in Multi-Language mode the agent follows the caller
The prompt is written in a different language from the agent language	Write the prompt in the agent's language

The agent hangs up too early or too late

Possible cause	Solution
The Silence timeout is short	Increase it, for example to 30 seconds or more if callers look things up
The Max. call duration has been reached	Increase it, up to 30 minutes
The prompt doesn't say when the call is over	Add: "When everything is settled, summarise briefly, say goodbye and end the call."

The agent mishears names or numbers

Possible cause	Solution
Unusual names or spellings	Add: "Ask callers to spell names and repeat them to confirm."
Poor connection, for example in the car	Have the agent repeat and confirm important details
Technical terms from your industry	Write them into the prompt. The agent recognises words better when it knows them

What the agent understood is shown in the call's Transcript. If it differs from what was said, the cause is speech recognition, not the prompt.

The agent doesn't know your business

Possible cause	Solution
The prompt is too short or consists almost entirely of placeholders	Below 50 characters after removing placeholders, the agent ignores the prompt. The dashboard warns with Prompt arrives almost empty
The prompt wasn't saved	Save and start a new test. A call in progress doesn't pick up changes
The number belongs to a different agent	Check the Agent column under Phone Number

Further help

If none of this helps, send us the time, number and a short description, see Report a problem.

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