In-queue flows overview


The following permissions:

  • Architect > Flow > Add
  • Architect > Flow > Edit
  • Architect > FlowView

Architect supplies a built-in default in-queue flow, but you can create and use additional in-queue flows to suit your company specifications and preferences. Use an in-queue flow to create the experience that your customers hear while waiting in a queue for transfer to an agent. Some examples of this hold experience include:

  • Hold music
  • A message playback about call processing, “We are currently experiencing higher than normal call volume.” or “Calls are processing in the order received. We appreciate your patience while we give all customers the same level of excellent service that you will receive.”
  • Message playback that includes additional information about the company, “Did you know that you can also access online support at”
  • A combination of actions to make up a complete audio experience

The in-queue flow uses a feature set similar to other flow types, except it is built into inbound or outbound calls. The in-queue flow uses a Task action to build and create the process that makes up the flow behavior. Menus and Reusable Tasks are not available in this flow. By default, the in-queue flow contains a single changeable music action, which you can change, as well as add additional actions to tailor the experience.

The default in-queue flow is not automatically published. To use this flow to handle calls waiting in queue, you must first publish it.

You cannot delete the default in-queue flow, and you cannot edit the name or description of the default in-queue flow. However, if you have the Architect user editor or admin permission assigned to your role, then you can modify the default behavior according to your flow design.