System Settings

Back to App Settings

Overview

System Settings allow administrators to configure key platform features that control call handling, data management, and system behavior. From this section, administrators can manage Call Recording Control, configure whether calls are answered on the first Bot or AI Agent response, and set the Data Retention Period for stored information. These settings ensure consistent system operation, compliance with policies, and efficient handling of conversations.

Navigate to Automation AI > App Settings > Advanced Settings > System Settings to access and configure these functionalities.

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Call Recording Control

By default, Contact Center AI records all voice interactions. Administrators can disable call recording for all voice interactions.

Steps to disable Call Recording Control

1. Click Call Recording Control.

   

2. Turn off the toggle to disable call recording for all voice interactions.

   

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Answer Call on First Bot/AI Agent Response

This feature plays a dial tone to the caller if there is a delay before the AI Agent delivers its first response on inbound calls. This improves the caller experience by indicating the call is still connected, preventing confusion or the impression of a dropped call. Administrators can enable or disable this behavior using a configuration flag.

Steps to enable Answer Call on First Bot/AI Agent Response

1. Click Answer Call on First Bot Response.

   

2. Turn on the toggle to enable the functionality.

   

When calls transfer from an existing telephony provider to the platform, a connection event triggers once the call connects and the bot begins responding. In rare cases, the AI Agent’s response may be delayed due to processing or latency. This setting sends the connection event only when the AI Agent’s first response plays, and plays a dial tone in the meantime to keep callers engaged.

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Data Retention Period

The Data Retention Period feature allows administrators to configure how long voice call recordings are retained. Users can select retention periods ranging from 1 day to 7 years using a dropdown, with default values set by customer type. The feature includes optional email notifications for deletion reminders (disabled if retention is less than 1 month) and mandatory deletion acknowledgements. All changes to retention settings and email preferences are recorded in audit logs, along with counts of successful or failed recording deletions. By default, new customers and applications have a retention period of 3 months, while existing customers retain recordings for 7 years. Only App Owners or Supervisors can modify these settings.

Steps to configure the Data Retention Period

1. Click Data Retention Period.

   

2. Select the required duration for data retention.

   Optionally, select the check box to enable email notifications 5 days before deletion of voice call recordings. Email subscription is available only for retention periods above 30 days.

   

3. Click Save to apply the changes.

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