Voice agent randomly stops responding
Today I noticed that the voice agent randomly stops responding — sometimes after just a couple of turns, other times it takes longer. Any idea what might be causing this?
TA few Voiceflow voice-specific limits & settings can make an agent look like it has “gone silent”. The ones we see most often are:
• Silence-timeout or turn-detection settings
– In Settings ▸ Behaviour ▸ Voice you’ll find the End-of-speech / Turn detection slider. If it’s too aggressive the STT engine will decide the caller has finished, send an empty transcript, and the agent will sit waiting. Try moving the slider toward “Longer pauses” or raise the “minimum confidence” value for your STT provider.
• User-silence limit (3 min)
– If a caller doesn’t say anything for three minutes the call is automatically terminated.
• Maximum call length (30 min)
– All sessions are force-closed at the 30-minute mark.
• STT language / provider mismatch
– If the STT model is set to the wrong language or confidence threshold is too low, no transcript is returned so the agent never sees the turn. Double-check the provider settings and language in the same Voice tab.
• Concurrent-session limit
– When you reach the call limit for your workspace plan new sessions are rejected with “Sorry, no agents are available…”. Existing calls aren’t cut off, but it can look like the agent has stopped if you re-dial quickly.
Next steps
• Troubleshooting voice limits (concurrency, 30 min, 3 min silence)
• Voice behaviour settings – interruption & turn detection
https://docs.voiceflow.com
• Silence-timeout or turn-detection settings
– In Settings ▸ Behaviour ▸ Voice you’ll find the End-of-speech / Turn detection slider. If it’s too aggressive the STT engine will decide the caller has finished, send an empty transcript, and the agent will sit waiting. Try moving the slider toward “Longer pauses” or raise the “minimum confidence” value for your STT provider.
• User-silence limit (3 min)
– If a caller doesn’t say anything for three minutes the call is automatically terminated.
• Maximum call length (30 min)
– All sessions are force-closed at the 30-minute mark.
• STT language / provider mismatch
– If the STT model is set to the wrong language or confidence threshold is too low, no transcript is returned so the agent never sees the turn. Double-check the provider settings and language in the same Voice tab.
• Concurrent-session limit
– When you reach the call limit for your workspace plan new sessions are rejected with “Sorry, no agents are available…”. Existing calls aren’t cut off, but it can look like the agent has stopped if you re-dial quickly.
Next steps- Open the live call log ( ☰ ▸ Debug ) while reproducing the issue – if you see no "transcript" events arriving from STT that confirms it’s a turn-detection/silence problem.
- Lengthen the silence timeout / adjust the turn-detection slider, then retest.
- Confirm the STT language and confidence threshold match the caller.
• Troubleshooting voice limits (concurrency, 30 min, 3 min silence)
• Voice behaviour settings – interruption & turn detection
https://docs.voiceflow.com
WI turned off 'listen to other intents' and after that everything started working normally again 