Disable Automatic Creation of Attendees

When a customer initiates an engagement with a CSR or CCA, an engagement attendee record that contains the name of the internal attendee—CSR or CCA—is automatically created. You can disable this automatic creation of internal attendees by turning off Auto-creation of Internal Attendee Record.

For a coherent user experience of the identity verification process, before you turn off autocreation of engagement attendee records for internal attendees, consider other ways to create the records. For example, the default Verify Customer Identity V2 and the Verify Linked Caller Identity flow templates create engagement attendee records for external attendees only. But you can customize the templates to create records for internal attendees too.

Note This setting disables or enables autocreation of engagement attendee records for internal attendees related to engagements that happen via both Open CTI and Omni-Channel.

1. From Setup, in the Quick Find box, enter Attendee Settings, and select Attendee Settings.
2. Turn off Auto-creation of Internal Attendee Record.