How They Work

Whenever the agent fires a tool, the comfort-message system checks whether that tool has a filler configured. If it does, the agent speaks the filler immediately and the tool call runs in the background. When the tool returns, the agent continues with the real answer. The caller hears continuous speech instead of dead air.

Out of the box, every agent has a set of generic fillers that rotate:

• "One moment please."
• "Let me check that for you."
• "Just a moment."
• "Give me a second."

If you change nothing, these play on any tool call that takes long enough to need one.

Per-Tool Messages

Generic fillers are fine, but specific fillers feel much more natural. Calls with a menu lookup should say "Let me pull up the menu" instead of "One moment." The agent builder lets you override the message for any tool individually.

Good per-tool messages:

• Knowledge Base search → "Let me look that up for you."
• Menu search / select item → "Let me find that on the menu."
• Check Calendly availability → "Checking the calendar now."
• Transfer call → "One moment while I connect you."
• Phone directory lookup → "Let me find the right person."
  

Configuring Comfort Messages

1. Open the agent and go to the Comfort Messages tab.
2. Edit the generic fillers to match your brand voice, or leave the defaults.
3. To override a specific tool, add a new entry, pick the tool from the list, and type the filler you want the agent to say when that tool fires.
4. Save. New messages take effect on the next call.

Writing Good Fillers

• Keep them short. One short sentence. The filler has to finish before the tool result arrives, or the agent will cut itself off.
• Match the action. "Checking the calendar" for a calendar tool feels specific; "One moment" is fine but generic.
• Stay in character. If your agent is formal, "One moment please" fits. If your agent is casual, "Hang tight" fits better.
• Do not promise anything. "I will book that for you" sounds like a commitment before the tool has confirmed availability. Stick to describing what the agent is doing, not what it has done.

When You Do Not Need a Message

Not every tool is slow. Transitions and cheap lookups return in a few hundred milliseconds; the agent's natural speech cadence covers them. Only add a comfort message to tools that regularly take a full second or more, or tools where the caller's expectation is that something is happening ("checking," "looking up," "booking").