In-queue flows overview

In-queue message and in-queue email flows: Feature coming soon


The following permissions:

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

Use an in-queue flow to customize the customer experience while they wait in a queue for an agent. You can configure in-queue flows for call flows, email flows, and message flows.

In-queue call flow

In call flows, Architect supplies a built-in default in-queue flow, but you can create and use other in-queue flows to suit your company specifications and preferences. Some examples of a customized hold experience during a voice interaction 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.”
  • 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, and add more actions to tailor the experience.

About the default in-queue call flow

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

You cannot delete the default in-queue flow or 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.

In-queue email and in-queue message flows

While similar to the in-queue call flow, Architect does not include a built-in, default in-queue flow for email and message interactions. For more information, see Create and configure queues.

Some examples of a customized hold experience during an in-queue message or email interaction include:

  • Use an auto response to update messaging customers every 30 seconds to let them know their position in the queue.
  • After a specific amount of time, transfer the customer to another in-queue message flow.