Hide Customer Hangup Button: removing Hangup Customer and Hangup Both from the agent screen

Hide Customer Hangup Button is a campaign setting that does exactly what the name says: it removes the controls an agent normally uses to end the customer's call. Two buttons disappear when you turn it on. Knowing precisely which two, and why you would ever take the hangup buttons away from an agent, keeps you from making the agent screen unusable by accident.

What gets hidden

Enabling this option hides the Hangup Customer button on the main agent screen and the Hangup Both button in the Transfer Conference frame, for every Agent who logs into the campaign. Hangup Customer is the normal way an agent ends a single live call. Hangup Both, which lives in the transfer area, ends both the customer and the third party at once during a Three-way call. The default for the setting is N, meaning both buttons are shown. Turn it to Y and both vanish together; you cannot hide one without the other through this option.

Why you would remove the hangup buttons

Taking away an agent's ability to end a call sounds backwards until you remember that some shops drive the agent screen from outside software. If a campaign uses a custom application to hang up customer calls through the Agent API, you want the hangup to flow through that application so it can run its own logic first, log the call into a CRM, or enforce a workflow before the line drops. If the native buttons are still on the screen, an agent can bypass all of that by clicking the built-in control. Hiding the buttons forces every hangup down the controlled path.

That is the one and only situation this setting is meant for. If your campaign is not driving hangups through the API, do not enable it. An agent with no Hangup Customer button and no API replacement has no clean way to end a call, which is a worse problem than the one you were trying to solve. Test the custom hangup path with a couple of agents before you enable the setting for the whole campaign, so you confirm the replacement actually fires every time.

flowchart TD
  A[Agent needs to end the call] --> B{Hide Customer Hangup Button}
  B -->|N default| C[Agent clicks Hangup Customer or Hangup Both]
  C --> D[Call ends directly]
  B -->|Y enabled| E[Buttons are hidden]
  E --> F{Custom app via Agent API}
  F -->|Yes| G[App runs logic then hangs up]
  F -->|No| H[Agent is stuck no clean hangup]

Related controls people confuse with it

Hide Customer Hangup Button is not the same as the Agent Call Hangup Route, which decides where a call goes after the agent clicks Hangup Customer, such as a message, an Ingroup for a post-call survey, or a call menu. The route changes behavior; this setting removes the button entirely. They are sometimes used together: a custom app issues the hangup through the API while a route handles what happens next. If you only want to change Hangup Both behavior during transfers, look at the difference between Hangup Xfer and Hangup Both, covered in Hangup Xfer vs Hangup Both, and the overall handoff flow in the transfers and closers guide.

Use Hide Customer Hangup Button only when a custom Agent API integration owns the hangup, and leave it at the default everywhere else. If you want a hosted setup where API-driven workflows like this are straightforward to wire up, see our pricing.