Greeting Message Behavior

Agents can start conversations in different ways depending on the configured greeting mode.
The greeting_message_mode field controls whether the agent waits for the human to speak first or delivers a greeting automatically.

greeting_message_mode

Defines how the agent starts the conversation and how the greeting message is delivered.

Example

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{
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  "greeting_message_mode": "agent_static"
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}

Notes

• agent_static uses the exact text provided in greeting_message.
• agent_dynamic ignores the static greeting_message value and generates the greeting using the agent’s prompt context.
• human mode is useful when the caller is expected to initiate the conversation (for example, inbound support calls).

greeting_message_human_talk_timeout

Defines how long the agent waits for the human to speak when greeting_message_mode is set to human.

If the caller does not speak within the configured time, the agent will automatically start the conversation.

Example

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{
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  "greeting_message_mode": "human",
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  "greeting_message_human_talk_timeout": 3
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}

Behavior

1. The call connects.
2. The agent waits for the human to speak.
3. If the human speaks → the agent responds normally.
4. If the timeout is reached → the agent automatically begins the conversation.

Complete Example

Example with agent static mode:

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{
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  "agent": {
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    "greeting_message": "Hello! How can I help you today?",
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    "greeting_message_mode": "agent_static"
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  }
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}

Example with agent dynamic mode:

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{
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  "agent": {
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    "greeting_message": "",
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    "greeting_message_mode": "agent_dynamic"
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  }
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}

Example with human-first mode with 3-second timeout and dynamic greeting message:

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{
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  "agent": {
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    "greeting_message_mode": "human",
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    "greeting_message_human_talk_timeout": 3
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  }
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}

Example with human-first mode with 3-second timeout and static greeting message:

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{
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  "agent": {
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    "greeting_message_mode": "human",
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    "greeting_message_human_talk_timeout": 3,
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    "greeting_message": "Hello! How can I help you today?"
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  }
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}