Overview: Interaction call controls
(App)

App > Queue > Interactions > Overview: Interaction call controls (App)

This article provides an overview of the call controls on an interaction in App.

In this article

Overview

Within an active interaction there are several control buttons for you to use. These controls give you the ability to take a specific action on the interaction, like transferring to another agent or placing a voice interaction on hold. These controls populate based on the interaction’s communication type and are visible when you have the Customer Details tab open.

Call controls for voice interactions

These are the buttons available to the user when engaged in a voice call interaction.

Note: This feature is not available for all queues.

Call controls for web chat, SMS, and email interactions

These are the buttons available to the user when engaged in web chat, SMS, or email interactions.

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