HoldCustomerOrAgent

Place the customer or agent on hold during a call. This block is typically used in agent whisper flows or when the agent needs to consult with a supervisor.

Signature

IFlowBuilder HoldCustomerOrAgent(
    HoldTarget target, 
    Action<HoldConfiguration>? configure = null,
    string? identifier = null)

Parameters

Parameter	Type	Required	Description
target	HoldTarget	Yes	Who to place on hold: Customer or Agent
configure	Action<HoldConfiguration>	No	Configure hold settings
identifier	string?	No	Optional identifier for the action

HoldTarget Values

Value	Description
Customer	Place the customer on hold
Agent	Place the agent on hold

HoldConfiguration Properties

Property	Type	Default	Description
HoldMusic	string?	null	Custom hold music prompt

Examples

Basic Customer Hold

Flow.Create("Consultation Flow")
    .PlayPrompt("Please hold while I consult with my supervisor.")
    .HoldCustomerOrAgent(HoldTarget.Customer)
    // Agent can now speak to supervisor
    .PlayPrompt("Thank you for holding.")
    .TransferToQueue("Support");

Agent Whisper with Hold

Flow.Create("Agent Whisper")
    .SetType(FlowType.AgentWhisper)
    .PlayPrompt("Incoming call from a VIP customer.")
    .HoldCustomerOrAgent(HoldTarget.Agent)
    // Customer hears welcome while agent prepares
    .EndFlowExecution();

AWS Connect Block Type

This block generates the HoldParticipant action type in the exported flow JSON.

Best Practices

1. Inform the customer - Always play a message before placing on hold
2. Keep hold time short - Monitor hold duration
3. Use in whisper flows - Common in agent whisper scenarios
4. Consider hold music - Provide pleasant experience during hold

See Also

• SetWhisperFlow - Configure whisper flows
• PlayPrompt - Announce hold to customer