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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: 
{
  "maxCallDuration": 900
}
  • Unit: Seconds
  • Default: 1800 (30 minutes)
  • Recommended: 300-1800 based on use case
Use CaseDurationSeconds
Quick inquiries5 min300
Lead qualification10 min600
Customer support15 min900
Sales calls20 min1200
Consultations30 min1800

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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: 
DURATION WARNING:
- When 80% of max duration is reached, say: "We have about 2 minutes left. Is there anything else I can help you with?"
- When 95% is reached, say: "We're almost out of time. Let me quickly address your main concern."

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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