UpdatePreviousContactParticipantState

This action is primarily used to prevent previous participants on the contact from observing the contact. Common use cases are disconnecting the agent that initiates a transfer when they transfer a contact to a secure destination, or putting the agent on hold when transferring to a quick connect that securely gathers customer input such as credit card numbers.

Parameter object

{
    "PreviousContactParticipantState": One of ["AgentOnHold", "CustomerOnHold", "OffHold"], which are only supported for voice contacts. 
}
            

Execution results and conditions

None.

Errors

Restrictions

This action is supported only in inbound contact flows and transfer flows.

Corresponding block in the UI

Hold customer or agent