Placing Calls on Hold

When you place a caller on hold during a call, the caller can no longer hear you and instead hears music that is played to them while they wait for you to return to the call. The music that plays is configured in the Hold/Resume object in the flow.

The Hold/Resume object must be added to your flow in order to use Hold/Resume in the toolbar.

• To place a customer on hold, click Hold/Resume in the toolbar ().
  • The button changes to blue () to indicate that the customer is on hold and cannot hear you if you speak to them.
• To take the customer off hold and resume speaking to them, click Hold/Resume in the toolbar again.
  • The button changes back to black () to indicate that the caller is no longer on hold and that the call has resumed.