Interruptions during the call
How Nexcal handles interruptions when contacts cut in while the agent is speaking, and why short overlaps can occur on phone connections.
Last reviewed: 2026-07-22
Interruptions during the call
In real phone conversations, contacts sometimes cut in while the agent is speaking. Nexcal is designed to handle such interruptions and continue the conversation naturally.
How Nexcal handles interruptions
- Contacts can cut in at any time while the agent is speaking.
- Nexcal tries to end an ongoing response in a controlled way.
- The recognized contribution from the contact is carried into the rest of the conversation.
- Short overlaps can occur on phone connections.
This keeps the conversation flowing, even when the contact interrupts the agent to ask a question or raise an objection. The agent then continues the conversation in an orderly way and picks up the recognized contribution, instead of rigidly sticking to its original sentence.
Why interruptions matter
Interruptions are a normal part of a conversation. A contact who asks or disagrees is paying attention. By taking up the contribution and responding to it, the conversation stays attentive and addresses the contact's actual concerns.
Limits of voice transmission
On phone connections, short overlaps can occur, for example when both sides speak at the same time. Such effects are technical in nature and cannot be fully avoided. In these cases the agent tries to capture the contact's contribution and continue the conversation in an orderly way.
Hinweis: A clearly structured script with short sections makes it easier to handle interruptions, because the agent can more easily resume at the right point.