Genesys Cloud - Main

Dear Team,

Is there any option to fulfill the below requirement other than enabling Auto Answer?

1. Call Decline Option

• Remove the Decline option from incoming call notifications.
• Keep only the Answer option available to users.

Hi Muhammed,

From my understanding, I don't believe there's a native option to remove the Decline button while leaving Answer available.

The available options are generally:

• Enable Auto Answer, which removes the need for agents to manually answer.
• Leave the standard incoming interaction notification, which includes both Answer and Decline.

I haven't come across a setting that allows only the Answer button to be displayed. Hopefully someone from Genesys can confirm if there's a newer capability or workaround that I've missed.

Hi Muhammed,

Based on the current Genesys Cloud CX capabilities, there is no native option to remove the Decline button while keeping only Answer in the standard web agent interface. Incoming call notifications are designed to include both options by default.

Alternative: If the goal is to prevent agents from rejecting calls, the closest native alternative is to enable Auto Answer, which automatically delivers calls to agents without requiring them to click Answer. 

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Jeanpierre Echevarria
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