Ability to Disable/Hide "Accept" Button in AWA Inbox for Hard-Phone CTI Integration
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03-24-2026 11:04 AM
I need a way to programmatically disable or hide the "Accept" button within the inbox component in both "CSM/FSM Configurable Workspace" and "Service Operations Workspace".
I use AWA Offer Work API to offer work items to agents and AWA Inbox Action API to accept/reject work items on behalf of agents upon actual answering/rejecting calls with their physical device.
I managed to hide "Reject" button by setting "allowed_to_decline" to false. Now need to hide the "Accept" button as well, but do not see a flag to do so in AWA Offer Work API documentation.
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2 weeks ago
Hello Daria.
I have the exact same need. Would you have found a solution.
Not sure if you see the same, when doing consult calls for transfers, the allowed_to_decline option doesn't work.
David
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a week ago
Hi David,
No luck. We have decided to create a feature request in ServiceNow.
For transfers, the allowed_to_decline option is unfortunately not supported, we confirmed it with ServiceNow support.
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a week ago
Thank you Daria for this. We will also ask for a feature request. I will let you know if we receive any update from ServiceNow DEV team.
