Engage Digital | Forcing agents to accept interactions automatically

Last updated on June 23, 2021
By default, when the platform finds an agent that can process an interaction, the customer’s message will appear on the agent’s screen and a ringing sound effect will alert the agent. If the agent does not click on the message to accept the interaction within 30 seconds (for example, the agent is busy with their current interactions), the platform will either try to transfer the interaction to another agent, or mark the interaction as undelivered if there is no other qualified agent available.
  1. Navigate to Settings > Account settings.
  2. Under General configuration, check Accept interactions automatically.
  3. Click Save.   
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