Vixiees allows you to restrict salespeople's ability to hang up calls. This option is configured at the Sales Brain (Playbook) level and applies to all tasks in that Sales Brain (Playbook).
1. What This Restriction Is
When the option "The salesperson cannot hang up the call" is activated:
- The hang-up button is disabled during calls
- The salesperson cannot voluntarily end the call
- Only the contact (recipient) can hang up
- The call ends when the contact hangs up or there is a disconnection
2. Configuration
To activate this restriction:
- Navigate to Sales Brains (Playbooks) > [Sales Brain (Playbook)] > Settings
- Open the Advanced options section
- Enable The salesperson cannot hang up the call
- Save changes
3. Propagation to Tasks
When you activate this option:
- All pending tasks in the Sales Brain (Playbook) are updated
- New tasks inherit the configuration
- Completed tasks are not modified
4. Hang-Up Button Behavior
The hang-up button is disabled in these situations:
| Situation | Hang-up button |
|---|---|
| Restricted permission | Disabled |
| Predictive call | Disabled |
| First 3 seconds | Disabled |
| Normal call | Enabled |
5. Use Cases
Collections Teams
Prevents agents from hanging up difficult calls prematurely.
Quality Call Centers
Ensures all calls are completed according to the script.
Training New Agents
Allows supervisors to monitor that agents complete conversations.
6. Recording Who Hung Up
Regardless of this configuration, the system records:
- Who hung up: Agent or contact
- This data is stored for each call for analysis
7. Per-Sales Brain (Playbook) Configuration
Each Sales Brain (Playbook) can have its own configuration:
- Sales Brain (Playbook) A: Salespeople can hang up
- Sales Brain (Playbook) B: Salespeople CANNOT hang up
The permission depends on the Sales Brain (Playbook) to which the current task belongs.
8. Exceptions
The hang-up button is always available for:
- Call coaching: The supervisor can hang up
- Test calls: This restriction does not apply
9. Considerations
Before activating this option, consider:
- Salespeople cannot end problematic calls
- It can generate frustration if the restriction is overused
- Use it only when necessary for the operation
Conclusion
The call hang-up restriction is an operational control tool that ensures agents complete their conversations. Use it judiciously in Sales Brains (Playbooks) where call quality is critical.
Relevant Scenarios
- Collections teams that need to complete every call
- Sales processes with mandatory scripts
- Training periods where call quality is supervised
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