Creating a call queue

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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.

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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 the gear icon () > Settings
  2. Under Calls & Texts, select Call flows
  3. Select Create call flow
  4. Select Basic

Adding basic flow details

  1. Enter your basic flow details:
    1. Flow name
    2. Assigned numbers: Choose the number(s) you want to assign to this flow
    3. Record calls: Decide if you want to record calls from this flow
    4. Select Save

Setting your business hours

  1. In the middle of your call flow, select Business hours
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  2. Set your business hours and select Save

Creating a greeting

  1. On the left side of your call flow, select Greeting
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  2. Customize your greeting message:
    1. Select Text-to-speech or MP3
    2. Select Save

Defining your call flow behavior

  1. On the left side of your call flow, select Call on
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  2. Customize your call on step:
    1. Select the group or user that should receive these calls
    2. Select the Move on to next step after field and adjust the time as desired
    3. Select Hold music and choose the music you want callers to hear 
    4. Select Save

Setting your voicemails

  1. On the left side of your call flow, select Voicemail
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  2. Customize your voicemail message:
    1. Select Text-to-speech or MP3
    2. Select Save
  3. On the right side of your call flow, select Voicemail
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  4. Customize your voicemail message:
    1. Select Text-to-speech or MP3
    2. Select Save

Saving your call flow

  1. After setting up your call flow, select Create call flow at the top of the page

Incoming calls to the numbers in this call flow will now be routed accordingly.

To learn more about managing calls in your call queue, please see this article

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