capture user reply
The no reply option in the capture entire user reply block is not working. Does anyone know the reason or can help me?
1 Reply
Here’s what’s happening 👇
1. What the toggle actually does
• When you turn No-reply ON inside a Capture step (Entire User Reply or Entity mode) Voiceflow only adds a no-reply trace to the turn.
• The agent itself does not start a countdown – it waits for your client (chat widget, web app, phone carrier, etc.) to report that the user stayed silent.
2. Why it looks like it “isn’t working” in preview / chat
• In the Creator preview or the web chat widget no silent-timer is sent automatically, so the trace is never triggered. The turn simply sits there waiting for a user message.
• This is by design — for chat experiences users routinely go away and come back minutes or hours later, so Voiceflow leaves the timing up to you.
3. When it does work out-of-the-box
• Voice calls (Twilio, SIP, etc.). The voice connector will fire the no-reply event after the timeout you set, so the reprompt path/trace appears as expected.
4. How to make it work for chat/testing
• If you are calling the Dialog Manager API directly, start a timer on your front-end and, when it expires, send the next request as:
• Inside the Voiceflow webchat SDK you can hook into the
typing / message events and dispatch no-reply after your chosen timeout.
Checklist to confirm
✅ No-reply toggle ON and timeout set (e.g., 10 s)
✅ Reprompt text or no-reply port connected
✅ Using a voice channel OR emitting the no-reply action from your client for chat.
If those items are in place the No-reply path will fire reliably.
Docs for reference:
https://docs.voiceflow.com for Capture Step & No-reply handling sections