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Setting Up Queues

Queues let callers wait until a next agent is available to answer them. There are different ways on how to set it up in Aloware.

Written by Camille Padua,

Updated 3 months ago

Call Queues enable calls to be queued, where callers are kept in the queue while agents are on a call until the next available person is available to assist. You can modify your queue settings by enabling your “Smart Queue” option.

You can notify your caller of their position in the queue if you will enable “Should Say Caller’s Position in Queue” button and offer a callback option to allow your customers to hang up and keep their place in the queue and call them back when it’s their turn by enabling “Offer Callback Option” button.

You have the option to inform your caller that you are text-enabled shop and handle their concern via text by enabling the “Offer Handle by Text Option” button.

You can also offer your caller to leave a voicemail if they do not want to stay in the queue or handle by text their concern by enabling the “Offer Voicemail Option” button.

You can enable also “Customize Music on Hold” by uploading a file and configure how frequently the system offer prompts. Select the maximum hold time before the call will be terminated and it will be considered as missed.

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