Moments ensure that your AI Agent can guide users through key points in a conversation in a clear, reliable, and human-like way. They structure the most important parts of the interaction while still enabling a fully conversational, contextual, LLM-powered experience.

The platform provides five core Moments that cover all major conversation needs:

Customer Greeting – how your AI Agent welcomes users at the start of a conversation.
Training Gap – how the AI Agent responds when it cannot answer - relevant Policy or Intent.
Request for Transfer – how the AI Agent reacts when a user asks to speak with a human agent.
After Process Ends (optional) – additional logic you can run after a Decision Engine flow completes.
Hang Up (optional) – how the AI Agent reacts when a caller wants to end the conversation and disconnects automatically.
Interaction Setup (System or Custom) - runs everytime on interaction start.

⚠️
Moments will replace the scripted Start module

Customer Greeting → replaces the current Welcome message

Training Gap → replaces Don’t Understand, which is now split into clearer, dedicated Moments

Request for Transfer → also replaces Don’t Understand, now separated to avoid confusion and looping behaviors

After Process Ends → replaces End of Activity

Customer Greeting

Trigger: When a user starts a new conversation.

This Moment defines how your AI Agent welcomes users in chat and voice channels.

What it does

Shows a customizable welcome message.
Guarantees a valid default greeting flow so users always start smoothly.
Only supports Raw text messages to avoid LLM latency when initiating the interaction.
Not applicable for the Email channel where it is always the user initiating the conversation (as indicated in the UI).
As a key Moment in the interaction - it is always active and cannot be removed.

Training Gap

Trigger: When the AI Agent cannot answer the user, specifically when:

No Intent is identified, and
Reasoning is not able to identify a Policy from the Knowledge base that could answer the question.

What it does

Offers handover to a human agent.
Fully customizable, but always tied to the “I couldn't help” scenario.
As a key Moment in the interaction - it is always active and cannot be removed.

Request for Transfer

Trigger: Any of the following:

The user explicitly says they want to speak to a human (e.g., “I want an agent”).
The user requests a human during any ongoing agent flow in the Decision Engine - The Decision Engine detects an escape condition (Agent Check).

What it does

Confirms to the user that a transfer will begin.
Fully customizable, but always tied to the scenario where the user requests to talks to an agent.
Calls a technical subprocess - Transfer - that executed the handover to a human agent based on Handover configuration.
As a key Moment in the interaction - it is always active and cannot be removed.

After Process Ends (Optional)

Trigger:When the Decision Engine reaches the Finish block which is set to "Return to parent or end process" option.

What it does

Allows you to run a process right after any Decision Engine flow ends.
It is optional: when disabled, the system returns to Reasoning for further processing in case the is a follow up from the user.

Hang Up (Optional) - available on Voice only

Trigger: Dedicated Reasoning capability that identifies when a customer wishes to conclude the call.

What it does

Allows you to run a process immediately after identifying that the user wants to disconnect and initiates the disconnect logic on the AI Agent side - without needing for the user to disconnect first (based on Handover/SIP-based hangup settings).
It is optional: when disabled, the system will continue the conversation using the standard reasoning path when new messages are received from the user.

Interaction Setup (System or Customized)

More details on Inetraction Setup can be found here.

Summary - Moments & Their Triggers

Moment	Required	Channel	When It Is Triggered	Purpose
Customer Greeting	Mandatory	All	When the user starts a conversation	Provides the initial welcome and sets context
Training Gap	Mandatory	All	When AI Agent cannot respond - there is no intent, or relevant Policy	Offers handover to a human agent
Request for Transfer	Mandatory	All	User explicitly requests an agent OR Decision Engine escape prompt is triggered	Prepares and confirms transfer to a human
After Process Ends	Optional	All	When the Decision Engine process finishes	Allows post-flow logic before returning to Reasoning
Hang Up	Optional	Voice	When AI Agent identifies that a customer wishes to conclude the call	Hang up capability on Voice calls
Interaction Setup	System or Customized	All	Before any interactions starts.	Runs at the start of all interactions, before the AI Agent begins reasoning about the customer's message