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  • 1.  Disable "New interaction" alert message

    Posted 05-19-2025 17:38

    Hi,

    The client is developing his frontend with the embeddable framework and has configured auto-answer for all media.
    He does not want agents to decline incoming calls.
     
    However, before the call is answered, for one second (or less), the embeddable displays the alert message "New interaction" with the button "X" (on the left side):
    the embeddable shows this alert message before answering the inbound call
    According to the client, he can click on the X button and decline the call.
     
    The question is:
    How can I disable this message or prevent the agent from declining the call?
    Best regards.

    #EmbeddableFramework

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    Julio Masuda
    Professional Services Consultant
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  • 2.  RE: Disable "New interaction" alert message

    Posted 06-06-2025 14:35
    Edited by Jacob Shaw 06-06-2025 14:42

    Hi Julio,
    You can customize call controls in embeddable framework via the callControls array (documented here)
    However I don't see a call control for rejecting an incoming call. There is a "disconnect" control, but that control is added by default if you don't include in the array, so there seems to be no way to remove that from the UI via configuration. You could request this feature in the Ideas portal



    ------------------------------
    Jacob Shaw
    Sr. Software Engineer
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    Original Message


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