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.
