Silent calls & no interaction

Sometimes a caller phones but says nothing, presses no keys and does not respond. This page explains how Bonnie handles these calls and what you can do to reduce them.

What Bonnie does by default

When nobody speaks, Bonnie waits a moment, then says something like "Hello? Can I help you?" If there is still no response after a second attempt, she ends the call with a short message.

These calls appear in your Conversations dashboard with the label No interaction. They count as a call but no booking or transfer takes place.

Why silent calls happen

Silent calls are more common than you might expect. Common causes:

• An automated dialler (spam or telemarketing robot) calling your number.
• A caller who was uncertain and hung up before speaking.
• Bad audio quality on the caller's side: they could hear Bonnie but she could not hear them.
• A call that connected but had no audio (a VoIP glitch).

A keypad shortcut for silent callers

If a caller stays on the line but says nothing, you can offer a keypad option, for example: "Press 1 if you would like to be connected to a team member." This is useful for callers who are hard of hearing or for whom speaking to an AI is unfamiliar. To set this up, contact us via Get help and we will add it to your assistant. The keypad can also be used to enter a phone number when the spoken number does not come through. See Troubleshooting.

Should I worry about a high number of silent calls?

Not necessarily. A small number of no-interaction calls is normal. If you see a sudden spike, it may mean your number has been picked up by a spam dialler, or your call forwarding is routing already-abandoned calls to Bonnie (for example a PBX queue). If the pattern persists, contact us with the time range and we can investigate. See Get help.