Call queues
Call queues. Every caller keeps their place.
Callers wait in line with hold music and are connected one at a time as your people become free. Choose who gets the next call, give everyone a moment between calls, and decide where callers go when the wait runs out, including the AI agent.
On every plan.
Who gets the next call.
Four ways to share the calls out. Only people who are Available ring, and the order you list them in counts.
Longest idle
Whoever has been free the longest gets the next call.Sequential
The first free person from the top of your list gets the next call.Round Robin
People take turns: the next call goes to the person after whoever had the last one.All at once
Every free person rings. The first to answer takes it.
A queue, set in a minute.
Name it, add the people who answer, and pick who gets the next call. Then set how long each person rings, how long callers can wait, and how many can wait at once.
If someone misses a call, the caller keeps their place and the next free person rings.
Edit call queue
Callers wait here in order and are connected as people become free.
Name
People who answer
They get queue calls while they are Available.
- 1Sarah Khan
- 2Tom Reyes
- 3Dana Lee
Next call goes to
Whoever has been free the longest gets the next call.
Ring each person for
Wrap-up time
Longest wait
Most callers waiting at once
Set a person to Away after
When the wait runs out, you decide.
Put the queue anywhere in a Call Flow. If the wait runs out or the line is full, the caller goes where you say: voicemail, another queue, an outside number, or the AI agent.
A second exit covers the moments nobody is on duty, so callers never wait for no one.
Call Queue
Billing queue
3 people · next call goes to: whoever has been free longest
- AnsweredConnected to the next free person
- Wait runs out
AI Agent
Front desk
- No one on duty
Voicemail
Billing voicemail
Callers hear hold music while they wait and keep their place if someone misses the call.
Fair to the people answering.
People set themselves Available, Away or Offline, and only Available people ring, in the browser or on a desk phone.
After a queue call, wrap-up time gives them a moment before the next one. Miss a few in a row and Crulon sets them to Away, and tells them why.
- Sarah KhanAvailable
- Tom ReyesBusy
- Dana LeeWrap-up · 0:14
- Jane CooperAway
You were set to Away
You missed 3 calls in a row from the Billing queue, so calls stopped coming to you. Set yourself to Available when you are back.
From the AI, with a note.
The AI agent can hand a caller into a queue. Whoever answers sees who sent the call, the agent's note, and how long the caller has waited.
The note stays on the call once they pick up.
Acme Corp
+1 (512) 555-0148
AI AI handoff
Front desk → Billing team flow
Wants to dispute a late fee on the March invoice.
Billing queue · waiting 3:12
See who's waiting.
Live calls shows every call on your lines right now, including callers waiting in a queue and which queue they're in.
Live calls
On every plan.
Queues come with every plan, with Call Flows, team calling and the AI agent.
From $24 a seat
A month, on Starter, with as many queues as you need.Waiting isn't AI time
Time in a queue never counts toward your AI minutes.Desk phones on Scale
Queue calls ring browsers on every plan, and SIP desk phones on Scale.
Questions about call queues.
Which plans include call queues?
Every plan, from Starter at $24 a seat. Queue calls ring in the browser on every plan, and on SIP desk phones on Scale.
How does the queue choose who answers?
You pick one of four ways: Longest idle, Sequential, Round Robin or All at once. Only people who are Available ring, and anyone on a call or in wrap-up waits for the next one.
What happens if nobody answers?
If the person ringing doesn't pick up, the caller keeps their place and the next free person rings. If the longest wait runs out, or the line is full, the caller goes where you set in the Call Flow: voicemail, the AI agent, an outside number or another queue.
How long can callers wait?
You set the longest wait, from 1 to 60 minutes, and how many callers can wait at once, up to 25.
What is wrap-up time?
A pause after a queue call ends before that person's next queue call, from 0 to 300 seconds. Calls to their own extension still ring.
Can the AI agent answer when the queue is busy?
Yes. Point the queue's exit at the AI agent, and callers who wait too long, or reach a full line, get the agent instead of voicemail.
Does time in a queue use AI minutes?
No. Only the time the AI agent spends on a call counts. Waiting in a queue, ringing and your team's calls don't.
Give every caller a place in line.
Sign up with one seat, pick your number, and add a queue to your Call Flow in a few minutes.