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The [WAIT] tag tells the engine that a silence is expected - the caller has stepped away to get or check something - so it should hold the line instead of treating the quiet as a dropped call.

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Syntax

No parameters. Place it in the agent’s reply, after whatever it says to the caller.

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Example

Caller: “Give me a second, let me grab my card.” Agent: “Of course, take your time. [WAIT]”
The caller hears “Of course, take your time.” The engine holds the line instead of ending the call for silence.

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When to use it

The tag only has any effect when your prompt tells the agent to use it - if your prompt never mentions [WAIT], the engine ignores it. Add a line to your Actions guidance:
You decide both when the agent waits and what it says - the clearer your instruction, the better it behaves. Use it only for a real step-away, not for an ordinary short pause in conversation.

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How the wait works

When the agent emits [WAIT], the engine extends the silence timer for that one turn:
  1. The caller comes back and speaks - everything returns to normal instantly and the conversation continues.
  2. The wait runs out - the agent gently checks whether the caller is still there (“Are you still there?”), waits a moment, and if there is still no answer it says a polite goodbye and ends the call.
The caller is never cut off mid-wait, and any sound from them cancels the wait immediately.

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Configuration

How long the engine waits is an agent-level field: Set it when creating an agent or update it later - see Create agent - or use the Wait tag pause control in the agent’s Call Ending settings.
[WAIT] is invisible to the caller, like every action tag. Write the words you want the agent to say next to it in your prompt; the agent speaks your words and the engine handles the pause.