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What are Duration Limits?

Duration limits set a maximum length (in seconds) for calls. Once reached, the call automatically terminates.

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Why Use Duration Limits?

Control Costs

Prevent unexpectedly long calls from consuming excessive credits

Manage Resources

Ensure fair allocation of concurrent call capacity

Safety Net

Protect against technical issues that prevent natural endings

Predictable Billing

Better forecast and manage calling expenses

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Configuration

Set the maximum duration in your agent settings:
  • Unit: Seconds
  • Default: 1800 (30 minutes)
  • Recommended: 300-1800 based on use case

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What Happens at Limit?

When the duration limit is reached:
  1. Call terminates immediately
  2. Hangup message is played (if configured)
  3. Status updates to COMPLETED
  4. Recording and transcript are saved
  5. Metrics are generated
  6. Webhooks are triggered
The call ends immediately when the limit is reached, even mid-sentence. Consider adding a warning before the limit.

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Best Practices

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Set Realistic Limits

  • Analyze average call durations
  • Set limits 20-30% above average
  • Account for edge cases

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Add Warning Messages

Include a prompt to warn users:

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Monitor Metrics

Track:
  • Calls hitting duration limit
  • Average duration by use case
  • Correlation with satisfaction scores

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Next Steps

Hangup Detection

Configure natural call endings

Call Status

Monitor call status and metrics