If the box is checked, allow Agents the option to “Accept” and “Decline” calls. If not checked, hide the “Decline” option. By default, Agents are given the option “Accept” and “Decline” phone calls routed to them.
You can configure the banner displayed to only show the “Accept” option and not “Decline.” Note that with either setting, Agents can still miss a phone call if they don’t accept or decline it within the allotted time.
Note that this setting is contingent on your organization not having auto-accept configured.
Voice Routing Settings
Gladly Documentation
Created on April 21, 2024
Start designing with a free template
Discover more than 1500 professional designs like these:
View
Vision Board
View
Explainer Video: Keys to Effective Communication
View
Explainer Video: AI for Companies
View
Corporate CV
View
Flow Presentation
View
Discover Your AI Assistant
View
Urban Illustrated Presentation
Explore all templates
Transcript
If the box is checked, allow Agents the option to “Accept” and “Decline” calls. If not checked, hide the “Decline” option. By default, Agents are given the option “Accept” and “Decline” phone calls routed to them.
You can configure the banner displayed to only show the “Accept” option and not “Decline.” Note that with either setting, Agents can still miss a phone call if they don’t accept or decline it within the allotted time.
Note that this setting is contingent on your organization not having auto-accept configured.