Contact block: Hold customer or agent

Description

• Places a customer or agent on or off hold. This is useful when, for example, you want to put the agent on hold while the customer enters their credit card information.

• If this block is triggered during a chat conversation, the contact is routed down the Error branch.

Contact flow types

You can use this block in the following contact flow types:

• Inbound contact flow

• Outbound Whisper flow

• Transfer to Agent flow

• Transfer to Queue flow

Properties

The following settings are available:

• Agent on hold = customer is on the call

• Conference all = agent and customer are on the call

• Customer on hold = agent is on the call

Configured block

When this block is configured, it looks similar to the following image:

Samples flows

Sample secure input with agent