| REQUIRED USER ROLE Administrator | PERMISSION OVERVIEW View permissions by role |
Allow Gladly to accept calls automatically as they are routed to Agents without needing to accept the call manually.
If an Agent is available for Voice and auto-accept is activated, they cannot ignore phone calls and must answer them, which can help reduce the number of missed calls. However, Agents can still decline calls if the Decline calls setting is activated. The time between when the call is routed and automatically answered is also configurable.
Train your team before activating the feature
Before activating this feature, inform and train your team to avoid surprising them with calls that are suddenly accepted automatically.
Auto-accept will not work if multiple browsers are open
Auto-accept will not work properly if Gladly is running on multiple browsers. Please inform your team of this best practice when activating this feature for the first time.
See Configure Voice Routing Settings and learn how to activate Auto-Accept Incoming Calls.