Flow block: Hold customer or agent
Description
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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.
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If this block is triggered during a chat conversation, the contact is routed down the Error branch.
Supported channels
The following table lists how this block routes a contact who is using the specified channel.
Channel | Supported? |
---|---|
Voice |
Yes |
Chat |
No - Error branch |
Task |
No - Error branch |
Flow types
You can use this block in the following contact flow types:
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Inbound flow
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Outbound Whisper flow
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Transfer to Agent flow
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Transfer to Queue flow
Properties

The following settings are available:
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Agent on hold = customer is on the call
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Conference all = agent and customer are on the call
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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