---
title: "Agent Workspace Softphone Auto-Answer Limitations"
slug: "agent-workspace-softphone-auto-answer-limitations"
updated: 2026-04-21T13:21:14Z
published: 2026-05-21T21:25:58Z
canonical: "help.8x8.com/agent-workspace-softphone-auto-answer-limitations"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.8x8.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Agent Workspace Softphone Auto-Answer Limitations

## Objective

The new Agent Workspace Softphone answering experience has some limitations when used in conjunction with auto-answer. This guide will cover scenarios of what the expected behavior will be when using auto-answer.

## Applies To

- 8x8 Contact Center
- Agent Workspace Softphone

## Scenario 1

- Auto-answer is enabled
- Agent is logged in Agent Workspace
- Agent is logged in the Work apps (desktop, web and/or mobile)

Let's say a contact center agent is logged in Agent Workspace and in Work apps and they also have auto-answer enabled.

In this case the answering experience will behave as it did previously.

The new answering experience does not apply if auto-answer is enabled and both apps are in use.

## Scenario 2

- Auto-answer is not enabled
- Agent is logged in Agent Workspace
- Agent is logged in the Work apps (desktop, web and/or mobile)

Let’s say a contact center agent is logged in Agent Workspace and in Work apps and they do not have auto-answer enabled.

In this case the calls for the CC extension and channels will be offered in Agent Workspace.

The calls and chats to the UC extension will be sent/offered in the Work apps.

## Scenario 3

- Agent is logged in Agent Workspace
- Agent is not logged in the Work apps (desktop, web and/or mobile).
- Auto-answer settings do not impact.

Let’s say a contact center agent is logged in Agent Workspace and it is not logged in Work apps and they might have or not have auto-answer enabled.

In this case the calls for the CC extension and channels will be offered in Agent Workspace.

The calls and chats to the UC extension will be sent/offered in the Work apps even if the Agent is not logged in.