Documentation

Call Flow and Transcripts

What actually happens on a real voice call — from greeting to hang-up — and where the transcript and recording end up in your inbox. Includes the inactivity timeouts the agent applies on its own and how blocking a known bad caller works before the call is answered.

A Call, End to End

Inbound dial

The caller dials a Yaplet-managed number. Telnyx bridges the call to the Yaplet realtime server.

Greeting

The agent's pre-generated begin message plays within roughly 400 milliseconds. By default the greeting plays in full and the agent only starts listening after — toggle the agent to interruptible if you want callers to be able to barge in earlier.

Conversation

The agent listens, responds, calls tools when needed, and stays in its configured language for the whole call.

Inactivity nudge

After roughly 10 seconds of silence from the caller, the agent says a short check-in line ("are you still there?") instead of waiting indefinitely.

Hang-up

A call ends in one of three ways. The caller hangs up. Or the conversation reaches its end — the caller says goodbye, or the agent decides the call is over — and the agent says one farewell and the line drops. Or the silence continues: about 10 seconds after the check-in line the agent says a short goodbye, and the line drops about 5 seconds after that, roughly 25 seconds of silence in total.

Wrap-up

The transcript is finalised and written to the inbox alongside (optionally) an MP3 recording.

A safety timer guarantees the ending. From the moment the agent decides to end the call, the line is dropped within 12 seconds whether or not the goodbye finished playing. Between May 2026 and this release there was no such timer, and the ending could loop: the agent thanked the caller, cut itself off, started thanking them again, and never dropped the line. The caller had to hang up, and every one of those calls kept billing per minute until they did.
Total cold-start to first audible word is normally well under one second. Pre-generation of the greeting accounts for most of that — the agent doesn't synthesise the greeting on each call.

Blocking a Caller

Before the greeting plays, Yaplet runs a preflight check on every inbound call. If the caller's phone number matches a blocked visitor record in your organisation, the call is rejected before it's even answered:

  • The realtime server tells Telnyx to hang up at the call.initiated event — Telnyx never picks up.
  • There is no ring to your agent, no greeting, no AI session.
  • No per-minute charge accrues because the call was never set up.

To block a specific caller, ban their visitor record from the inbox sidebar, or from Audience → Security → Visitors (Security is one page with tabs across the top). Blocking is org-wide and applies to every phone number on that visitor record.

You can't block first-time callers in advance. Yaplet only knows about a caller once a visitor record exists for them. After the first call, the block applies on every subsequent call. If you need to block a specific number before any first call, contact support.

What Lives in the Inbox

Every call shows up as a thread under Inbox, tagged as a voice call:

  • Caller identity — the caller's phone number, plus the name from CNAM where available.
  • Full transcript — every utterance from both sides, the caller's and the agent's, labelled by speaker with timestamps relative to the start of the call. On an agent whose brand had no chat AI, the agent's own replies used to vanish from the stored conversation entirely; they are saved now.
  • Recording (optional) — playable / downloadable MP3 if recording was enabled on the agent.
  • Which inbox it lands in — the call is filed against the chat widget belonging to the agent's brand, worked out fresh on every call. That is what decides which team members can see it (access is granted per brand) and which widget filter it appears under. Previously this used a value copied onto the agent when it was created, which went stale and sent calls to the wrong inbox or to none at all.
Voice call threads are read-only. The message box is replaced by a recording player, so you cannot reply in the thread by chat, email or SMS. The thread's side panel still works — you can edit the visitor, email them and block them from there.
Masking of the stored transcript is a brand setting. When Brand → Brand settings → Advanced → Privacy masking is on, email addresses, phone numbers and card numbers are stripped out of the saved transcript and the call's inbox messages shortly after the call ends. It used to be a per-chatbot setting, so an agent whose brand had no chat AI masked nothing at all.

Recording

When recording is enabled on an agent:

  • Yaplet auto-plays the fixed AI notice at the start of every call, but not a recording-consent line — consent to record is a separate requirement. If your jurisdiction requires one (two-party-consent states, much of the EU, etc.), add the consent wording to the agent's Greeting yourself — and consider turning off the interruptible greeting so it plays in full before the caller can barge in.
  • The recording is stored as an MP3 in the call thread, downloadable from the inbox.
  • The organisation-wide retention cap is 100 recordings by default. Once the cap is reached, the oldest recordings are auto-deleted to make room for new ones. Transcripts are kept indefinitely; only the audio is rotated.
Consent rules vary by country. Two-party-consent jurisdictions require explicit notice before recording. Review the wording with your legal team — Yaplet only provides the recording infrastructure, not the disclosure language.

What to Read Next

Pricing & limits

Per-minute cost, concurrency caps, recording retention details.

Inbox

How the inbox handles every conversation channel — chat, email and now voice.