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Creating a call queue

Creating a call queue

Learn how to create a call queue to handle multiple client calls at once.
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Written by Kristian
Updated over a week ago

In this article, you will learn how to create a streamlined call queue using the call flow builder in Workiz.

Call queues are a great way of improving your customer experience. They have the ability to reduce customer wait times, prevent your team from missing any calls, and empower your organization to remain organized.

In Workiz, you can create a call queue by creating a call flow.

Creating a call queue

With the upgraded call flow builder, creating a call queue in Workiz has never been easier.

  1. From the navigation bar, select Settings > Settings

  2. Under Calls & Texts, select Call flows

  3. Select Create call flow

  4. Select Basic

  5. Complete the Basic info fields:

    1. In the Flow Name field, enter a name for your call flow

    2. Select the Assigned numbers dropdown menu and choose the Workiz number(s) you want to assign to this call flow

      Note: This is the number your clients will dial to contact your business.

    3. Decide if you want to record and save phone conversations from this call flow and toggle the Record Call Flow switch ON or OFF as desired

      Tip: Recording calls is a great way to improve your customer service and have a detailed history of the conversations that took place with your clients. Call recordings will automatically be stored in the client info page.

  6. At the bottom of the Basic info pane, select Save

  7. In the middle of your call flow, select Business hours

    1. Adjust your business hours as desired and select Save

      Note: Your business hours will determine how a call is directed within your call flow.

  8. On the left side of your call flow, select Greeting to customize the message your clients will hear when dialing your number during business hours

    1. Choose Text-to-Speech or MP3 as desired

      1. Text-to-Speech: A voice assistant will read the message you enter into your text editor

      2. MP3: Record and upload your own audio file (MP3) for the system to play aloud

    2. Update the Greeting message as desired and select Save

  9. Select Call On

  10. Configure the Call On step

    1. Select the group or user that should receive this call

      IMPORTANT: We strongly encourage you to forward calls using the softphone options provided.

      Forwarding calls to an external number may interrupt your call flow and prevent the remaining steps of your call flow from taking place.


      Forwarding calls to an external number will also prevent unanswered calls from being marked as missed. Calls that are answered on an external number will not be trackable or recorded.

    2. Select the field next to Move to next step after and adjust the time as desired

      Note: This is the amount of time your clients will wait at this step of your call flow before being routed to the next step of your call flow.

    3. Select Hold music

      1. Choose the music you want your clients to hear while on hold and select Save

  11. On the left side of your call flow, select Voicemail

    1. Choose Text-to-Speech or MP3 as desired

    2. Update the Voicemail message as desired and select Save

  12. On the right side of your call flow, select Voicemail

    1. Choose Text-to-Speech or MP3 as desired

    2. Update the Voicemail message as desired and select Save

  13. Once you're satisfied with this call flow, select Create Call Flow to save it

Incoming calls to this Workiz Phone number will now be routed accordingly.

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