Stay organized with collections
Save and categorize content based on your preferences.
When you're in a call, the Call tab in the call adapter is active by
default. The Call tab contains buttons for actions that you can take during
a call. The Details tab contains information about the call and connects to
the CRM that you're using.
The following image shows call adapter during a call.
Call tab during a call
The Call tab contains the following buttons. Some buttons are optional and
appear only if your administrator has enabled them.
Mute: mutes your microphone but keeps the call going
Hold: places the caller on hold
Transfer/Add: this button provides you with three options for
transferring or conferencing calls, visible as tabs across the top of the
screen: Queue, Agent, or Outside line. In each case you have the option of
transferring or adding your selection to the call. For a warm transfer, stay
on the call until the transfer is completed, then then click End Call. For a
cold transfer, end the call to complete the transfer after selecting the
destination. Cold transfers can only be sent to agents or final leaf queues.
Redact (Optional): click this button to stop recording. You will see a
banner showing that the call is redacted and the duration of the selection.
Agent Assist (Optional): this button opens the
Agent Assist menu, which will optionally display the Knowledge Assist
and Live Transcripts options.
Knowledge Assist (Optional): displays a list of relevant articles, if any.
If there are no relevant articles the list will be blank. Select an article
to open and read it.
Live Transcript (Optional): displays speech bubbles for each message to
and from the end-user.
SmartActions (Optional): most SmartActions are only available when the
end-user calls in using Mobile SDK. Which options are available depends on
your organization's configuration. Click the SmartActions button to open the
SmartActions menu. Here you will find options to:
Request payment
Request verification
Request a photo
Request a video
Request text input
Request a screenshot
Begin a Co-browse session
Use the Virtual Task Assistant
Send SMS messages to install or open apps
Hang up and Call Back: click this button to hang up and call the end-user
back. This will create a new outbound call and you will see an Account
details record in the In-Call menu until the call connects.
End call: terminates the call
Details tab during a call
The Details tab appears during a call. It contains information about the
call and includes the following sections:
Notes: lets you write a note about the call. This note is saved to your
CRM when the call ends.
VA session variables: displays virtual agent session variables for this
call. If there are multiple virtual agent interactions during the call,
each interaction is listed. Clicking an interaction displays the session
variables for that interaction. For more information, see View session data
in the agent adapter.
[[["Easy to understand","easyToUnderstand","thumb-up"],["Solved my problem","solvedMyProblem","thumb-up"],["Other","otherUp","thumb-up"]],[["Hard to understand","hardToUnderstand","thumb-down"],["Incorrect information or sample code","incorrectInformationOrSampleCode","thumb-down"],["Missing the information/samples I need","missingTheInformationSamplesINeed","thumb-down"],["Other","otherDown","thumb-down"]],["Last updated 2025-08-25 UTC."],[],[],null,["# In-call interface\n\nWhen you're in a call, the **Call** tab in the call adapter is active by\ndefault. The **Call** tab contains buttons for actions that you can take during\na call. The **Details** tab contains information about the call and connects to\nthe CRM that you're using.\n\nThe following image shows call adapter during a call.\n\nCall tab during a call\n----------------------\n\nThe **Call** tab contains the following buttons. Some buttons are optional and\nappear only if your administrator has enabled them.\n\n- **Mute**: mutes your microphone but keeps the call going\n\n- **Hold**: places the caller on hold\n\n | **Note:** An optional hold time counter displays if your administrator has configured it to display. For more information, see [Configure call\n | details](/contact-center/ccai-platform/docs/Agent___Team_Configuration#configure_call_details).\n- **Transfer/Add** : this button provides you with three options for\n transferring or conferencing calls, visible as tabs across the top of the\n screen: Queue, Agent, or Outside line. In each case you have the option of\n transferring or adding your selection to the call. For a warm transfer, stay\n on the call until the transfer is completed, then then click *End Call*. For a\n cold transfer, end the call to complete the transfer after selecting the\n destination. Cold transfers can only be sent to agents or final leaf queues.\n\n- **Redact** (Optional): click this button to stop recording. You will see a\n banner showing that the call is redacted and the duration of the selection.\n\n- **Agent Assist** (Optional): this button opens the\n Agent Assist menu, which will optionally display the Knowledge Assist\n and Live Transcripts options.\n\n- **Knowledge Assist** (Optional): displays a list of relevant articles, if any.\n If there are no relevant articles the list will be blank. Select an article\n to open and read it.\n\n- **Live Transcript** (Optional): displays speech bubbles for each message to\n and from the end-user.\n\n- **SmartActions** (Optional): most SmartActions are only available when the\n end-user calls in using Mobile SDK. Which options are available depends on\n your organization's configuration. Click the SmartActions button to open the\n SmartActions menu. Here you will find options to:\n\n - Request payment\n - Request verification\n - Request a photo\n - Request a video\n - Request text input\n - Request a screenshot\n - Begin a Co-browse session\n - Use the Virtual Task Assistant\n - Send SMS messages to install or open apps\n- **Hang up and Call Back** : click this button to hang up and call the end-user\n back. This will create a new outbound call and you will see an *Account\n details* record in the *In-Call* menu until the call connects.\n\n- **End call**: terminates the call\n\nDetails tab during a call\n-------------------------\n\nThe **Details** tab appears during a call. It contains information about the\ncall and includes the following sections:\n\n- **Notes**: lets you write a note about the call. This note is saved to your\n CRM when the call ends.\n\n- **SDK custom data** : displays custom data for this call from the web\n or mobile SDKs. For more information, see [View session data in the agent\n adapter](/contact-center/ccai-platform/docs/session-data-agent-adapter).\n\n- **VA session variables** : displays virtual agent session variables for this\n call. If there are multiple virtual agent interactions during the call,\n each interaction is listed. Clicking an interaction displays the session\n variables for that interaction. For more information, see [View session data\n in the agent adapter](/contact-center/ccai-platform/docs/session-data-agent-adapter)."]]
