Announcing auto-accept calls for Contact Center








Announced on
Rollout on


July 15, 2026
July 15, 2026


We're excited to announce the ability for calls to be automatically accepted in Zendesk Contact Center. This article includes the following sections:
What is changing?
Why is Zendesk making this change?
What do I need to do?
What is changing? We now support auto-accept functionality within our native Contact Center product. When auto-accept is enabled, the Decline button is removed from the incoming call notification, preventing agents from declining or missing an incoming call. The call is automatically accepted on behalf of the agent after approximately 2 seconds. The incoming call notification persists even after the call has been accepted without the Accept button, so agents can continue to view the context displayed within the notification. Agents retain the ability to close the notification as needed. Why is Zendesk making this change? Auto-accept keeps your high-volume teams running at peak efficiency by ensuring agents are instantly connected to available lines and preventing costly missed customer calls. Industry data shows that up to 78% of large enterprise contact centers rely on auto-accept to maintain their performance metrics. What do I need to do? Admins configure auto-accept within Amazon Connect on a per-agent basis, allowing you to enable it for specific agents. If you want to enable auto-accept, follow these steps. If you have feedback or questions about this announcement, visit our community forum, where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact Zendesk Customer Support.