To set up a call queue:
Login to Freshworks CRM.
Go to Admin Settings > Phone Settings > Call Flows.
Click on the New Call Queue option.
- Call Queue Name: Enter a name for the call queue.
- Play Message: Select a message to initiate the call queue. Freschaller provides a set of default voice messages. You can either choose to select this message or create a custom message.
- Caller Will Be Attended by: Select who should attend the calls coming to this queue. You can choose to send the call to:
- Route Calls By: If you select a team in the previous step, you can choose how you want to route the calls within that team. The options are:
- Call Rules: The call rules let you decide how to handle the call if the following conditions occur:
- For each rule mentioned above, you can take appropriate fallback actions:
- Click Save
Configure Wait Queue Settings
To activate a wait queue, select "Place caller in Wait Queue" and scroll to the "Wait queue settings" drop-down at the bottom of the page.
Queue Size: Define the maximum queue size (i.e., number of callers waiting in line) and add the message to be played to any caller placed in the wait queue. You can select one from a list of your saved messages or create a new one.
Play Wait Message for Caller: Select the message to play when the caller enters the wait queue.
Append Queue Position to Wait Message: Enable this option to communicate the queue position to callers along with the welcome message.
If the Queue is Full: Specify what happens to the call if the maximum queue size is exceeded.
For example, if the maximum queue size is 5 people, you can direct the 6th caller in that queue to leave a voicemail, hang up, or be attended to by another queue (Smart Escalation).
For Max Time (Secs): Set a maximum wait time within a wait queue. This prevents customers from waiting on the line endlessly even if they're within the maximum queue size for that queue.
For example, if you set the maximum queue size to 5 people, you may not want the 6th caller to wait for 3 hours until your agents have finished speaking to the other 5 people. You may not want them to hang up and create a missed call either.
For this reason, maximum queue size and wait time work together to create a better experience for your customers. For example, if you have a maximum queue size of 19 and a maximum wait time of 10 minutes, if any of these 19 callers have been waiting for over 10 minutes, they will be redirected to the secondary action you specify. The option “If the customer waits longer” lets you choose whether you want to be directed the callers to another queue (Smart Escalation), leave a voicemail, or hang up. This way, the maximum wait time serves as a cutoff mechanism.
Callback: Toggle the callback option to allow the customers to opt for a callback. The customers can use this instead of waiting for the queue.
Play Callback Message For Caller: Select the callback message to play.
Play Callback Confirmation For Caller: Select the message to play to confirm the customer's confirmation for callback.
If Callback is Unsuccessful: Select the action to take if the callback was unsuccessful.
Note: The callback option is available only for Enterprise customers.
Considerations for wait queues:
The maximum queue size is 20 for Free and Growth plans. Pro and Enterprise customers can have a maximum of 500 callers in the wait queue.
The default minimum and maximum waiting time values you can set are 30 seconds and 15 minutes (900 seconds) respectively. However, for Pro and Enterprise customers, the maximum wait time can be extended to 4 hours (on request only).