Feature Request:
Add a configurable setting in RingCX Admin that allows administrators to prevent agents from declining messages from digital interactions (e.g., chat, messaging channels).

Use Case:
Currently, agents have the ability to decline incoming digital interactions. In some operational environments, this can lead to delays in customer responses or uneven workload distribution. Administrators may prefer to enforce automatic acceptance or routing of these interactions once they are assigned to an agent.

Requested Capability:
Introduce an admin-level setting that enables administrators to:

Disable the ability for agents to decline digital interactions.
Ensure assigned digital messages must be accepted or automatically handled by the agent.
Maintain consistent service levels and improve response times.

Benefits:

Improved customer response times
Better workload management across agents
Reduced risk of missed or repeatedly declined digital interactions

This setting would give contact centers greater control over how digital interactions are handled and help ensure a more consistent customer experience.