---
updatedAt: 2026-08-21T11:47:21.000Z
agentTools:
projectIndex: https://docs.zowie.ai/llms.txt
---
# Moments
Moments are predefined, structured scenarios that control how your AI Agent responds to users in the most important parts of a conversation. Each Moment is tied to a specific trigger - moment in the interaction - and comes with a ready-to-use default process that customers can customize.
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:
1. **Customer Greeting** – how your AI Agent welcomes users at the start of a conversation.
2. **Training Gap** – how the AI Agent responds when it cannot answer - relevant Policy or Intent.
3. **Request for Transfer** – how the AI Agent reacts when a user asks to speak with a human agent.
4. **After Process Ends** (optional) – additional logic you can run after a Decision Engine flow completes.
5. **Hang Up** (optional) – how the AI Agent reacts when a caller wants to end the conversation and disconnects automatically.
6. **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.](https://docs.zowie.ai/docs/interaction-setup)
# 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 |