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Hide ‘Decline’ Option

  • Updated on Mar 6, 2026
  • Published on Jan 30, 2025
  • 1 minute(s) read
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Prevent Agents from declining calls routed to them by hiding the Decline option from the notification banner.

Incoming call interface showing options to accept or decline the call from Todd Cheng.
See Configure Voice Routing Settings and learn how to configure the Decline calls option.

Note that Agents can still miss a phone call if they don't accept or decline it within the allotted time. Alternatively, Agents should go unavailable from the Voice Channel if they need to stop receiving incoming calls.

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