A
AMIT SAHA
Business Problem
Teams using Telnyx for voice calls within Respond.io rely on the platform for day-to-day call handling. During active calls, agents currently only have access to Transfer and End actions, with no option to temporarily place a caller on hold.
Current Limitation
There is no native Hold function available during Telnyx calls in Respond.io. As a result, agents are unable to pause a call without ending it or transferring the caller, limiting flexibility during live conversations.
Desired Outcome
Introduce a Hold action within the in-call controls for Telnyx calls, allowing agents to:
  • Place callers on hold while checking information or systems
  • Consult with colleagues privately without the caller hearing
  • Resume the same call seamlessly after placing it on hold
Note: Mute call option currently is available on the mobile app only