Announcing auto-accept calls for Contact Center

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<td style="height: 22px; width: 33.3333%;"><strong>Announced on</strong></td>
<td><strong>Rollout on</strong></td>
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<td style="height: 22px; width: 33.3333%;">July 15, 2026</td>
<td>July 15, 2026</td>
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</table></figure><p>We're excited to announce the ability for calls to be automatically accepted in Zendesk Contact Center.</p><p>This article includes the following sections:</p><ul>
<li data-list-item-id="ee4ec100766f8a3b49030e9ae13cab9ee"><a href="#h_01K39FKN2ZKQS92V5424YQV505">What is changing?</a></li>
<li data-list-item-id="e152709a164bc53e409329c8ba0a1b10b"><a href="#h_01K3A7DY1MGYWC5Z9FE5WEZMD9">Why is Zendesk making this change?</a></li>
<li data-list-item-id="e8bc8c5c80023e4584391620dcbcd7660"><a href="#h_01K3A7FEPQBH8P3JPGKNBZRT8C">What do I need to do?</a></li>
</ul><h2 id="h_01K39FKN2ZKQS92V5424YQV505">What is changing?</h2><p>We now support auto-accept functionality within our native Contact Center product.</p><p>When auto-accept is enabled, the <strong>Decline</strong> 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.</p><p>The incoming call notification persists even after the call has been accepted without the <strong>Accept</strong> button, so agents can continue to view the context displayed within the notification. Agents retain the ability to close the notification as needed.</p><h2 id="h_01K3A7DY1MGYWC5Z9FE5WEZMD9">Why is Zendesk making this change?</h2><p>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.</p><h2 id="h_01K3A7FEPQBH8P3JPGKNBZRT8C">What do I need to do?</h2><p>Admins configure auto-accept within Amazon Connect on a per-agent basis, allowing you to enable it for specific agents.</p><p>If you want to enable auto-accept, follow <a href="https://support.zendesk.com/hc/en-us/articles/11012162614298">these steps</a>.</p><p>If you have feedback or questions about this announcement, visit our <a href="https://community.zendesk.com/ideas?filters%5BproductArea%5D%5B0%5D=65">community forum</a>, where we collect and manage customer product feedback. For general assistance with your Zendesk products, contact <a href="https://support.zendesk.com/hc/en-us/articles/4408843597850">Zendesk Customer Support</a>.<br><br><br> </p>