Automatically remove customer off hold on call transfer
Important
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| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users, automatically | - | - | 
Apr 1, 2024 |
Business value
When an agent transfers a customer call, the customer is put on hold. When the transferred call is answered by another agent, the customer is automatically taken off hold.
Feature details
When a call is transferred to an agent and the transferred agent accepts the incoming call, the agent no longer has to manually take the customer off hold. The customer is automatically taken off hold once the call is connected to the agent. This feature is available by default and is set at the organizational level. Administrators can turn this feature off in the Customer Service admin center.
See also
Transfer calls (docs)