During a call, agents have full control over the conversation using in-call controls. This includes the ability to mute/unmute yourself and hold/resume the call, ensuring better handling of sensitive or internal moments during a conversation.

Muting and Unmuting a Call

You can mute yourself at any point during a live call by clicking the Mute button in the call control panel.

• When muted, the contact will not be able to hear you.
• Your microphone will remain off until you manually click the Unmute button.
• This is useful when you need to briefly speak to a teammate or remove background noise.

Tip: Always remember to unmute yourself before continuing the conversation with the contact.

Putting a Call on Hold and Resuming

If you need to step away or consult internally, you can place the call on hold.

• Click the Hold button from the call control panel.
• While on hold, the contact will hear wait music until the call is resumed.
• To return to the conversation, simply click the Resume button.

Note: The contact will not be able to hear you while the call is on hold.

Best Practices

• Use Mute for short pauses where you’re still actively listening and plan to respond quickly.
• Use Hold when you need a longer pause or want to give the contact a clearer indication that you’re away from the call.