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Tailor the In-Queue Experience for Voice Calls
Turn idle wait time into an in-queue experience by overriding the default org-wide queue music. Play prompts, greetings, and announcements, offer queued or scheduled callbacks, and periodically announce each caller's queue position and estimated wait time to connect to a rep.
Required Editions
This article applies to:
Salesforce Voice (Native Telephony)
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To open, edit, or create a flow in Flow Builder: | Manage Flow Agentforce Contact Center Admin (Salesforce Voice) permission set |
Queue position, skill matching, and priority stay unchanged while the in-queue experience flow runs, and playback stops immediately when a rep is available. If a flow fails or times out, callers fall back safely to the default queue music.
- From Setup, in the Quick Find box, enter Flows, and then select Flows.
- Search for and open the Omni-Channel flow that you want to modify, or create a new Omni-Channel flow.
- Add an action element and search for Set In-Queue Experience.
- Click Set In-Queue Experience and add it to your flow.
-
Enter the In-Queue Experience Flow. This is the flow you want to run while callers wait
in the queue. For example, a flow can:
- Play a welcome message to greet the caller.
- Add the Get In-Queue Status action with a label and the Record ID as the
voice call ID. The action returns the estimated wait time (EWT) and position in queue
(PIQ) as output. If a value isn't available, the action returns a defined signal value
so you can branch your in-queue flow accordingly. For more information on EWT and how
it’s calculated in the Get In-Queue Status action, see Estimated Wait Time Calculation When Routing Work
with Omni-Channel.
Before relaying a value to the caller, check for the signal values (-1, -2) and branch your flow accordingly — for example, skip the position or wait-time message. A position of 1 is a normal value (the call is next in line or being connected).Output Description Valid Value If Unavailable Position in Queue (PIQ) The call's place in line, counting down to 1. 1 or higher, where 1 is next to be connected to the rep -1, indicating that the position is unavailable Estimated Wait Time (EWT) Estimated wait, in seconds. 0 or higher -1, where no calls were accepted in the last 10 minutes so there's no basis for an estimate
-2, when temporarily unavailable
- Evaluate the estimated wait time and route the caller to the appropriate path. The
table shows some examples of what a flow can do during wait times.
Estimated Wait Time Action More than 90 seconds Offer a callback option. 60–90 seconds Share queue information and promote digital self-service channels. 30–60 seconds Announce the updated wait time and queue position, and include a security reminder. 0–30 seconds Inform the caller that a rep is becoming available, and ask them to stay on the line. Unavailable (default) Play a message acknowledging that queue information is temporarily unavailable. - Loop back to the Get In-Queue Status action after playing the appropriate message. This refreshes the wait time and queue position as the caller moves through the queue.
- The loop ends automatically when a rep accepts and connects to the call.
- Set the Minimum Wait Time. This is a threshold time value that determines when to trigger the In-Queue Experience flow instead of playing org-level queue music. Having this threshold prevents short announcements or callback offers when customers might be connected within a few seconds.
- Save and activate your flow.
For longer wait times, use the in-queue experience to highlight digital self-service channels so your customers can complete common tasks without waiting. Medium wait windows are a good opportunity to include security reminders, such as never sharing passwords or PINs. Always configure a default path for cases where queue information is temporarily unavailable. Keep messages short. The loop refreshes regularly, so concise messages give callers updated information quickly.
