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Hangup & Termination

Managing how and why a call ends is vital for providing a professional customer experience and clear analytics.

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Types of Termination

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1. User Hangs Up

The recipient ends the call. This is tracked as User_Disconnect.

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2. AI Agent Hangs Up

The AI determines the task is complete (or a guardrail is triggered) and uses the end_call tool. This is tracked as Agent_Disconnect.

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3. System Timeout

If the user is silent for too long (see Engine Tab), the system will play a final prompt and then terminate the call.

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Post-Hangup Actions

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1. Summarization

The moment the call ends, Movoice AI processes the transcript to generate a summary and extract structured data.

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2. Webhook Triggers

A call.ended payload is sent to your server. This is the perfect time to trigger a follow-up SMS or update your CRM.

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3. Recording Finalization

The audio recording is encrypted and stored in your dashboard for later review.

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Graceful Closings

We recommend always ending your System Prompt with a instruction for a polite closing:
  • “Prompt Example: ‘Whenever you use the end_call tool, first say: “Thank you for your time. Have a wonderful day.”’ ”
  • This ensures the user isn’t startled by a sudden dial tone.