Inbound Voice Queues
Depending on the plan you select, you can set up multiple queues for inbound calls, chat, email, and SMS messaging.
These omnichannel queues can help route calls to the appropriate departments or agents including support, sales, billing, shipping, customer service, and more – without needing an agent to direct calls!
For each queue you have a wide range of flexible settings, allowing you to customize it for your contact center’s needs.
Inbound Queue Features
- Place in queue & current wait time messaging
- Allow calls to select an automated callback
- Add custom bulletins to your queue messages
- Acceptable wait times for each queue (default is 1 minute)
- Hold time warnings if wait times get too long
- Set queue priorities from 1 to 10 for agents who are logged into multiple queues
