Queue timeouts are used in conversation flows to trigger a new action after a certain amount of time. A common use is forwarding a call to another person or queue if no one picks up.
To set up a timeout:
- Go to Settings -> Phone
- Click on Edit next to the call flow that you want to change.
- Edit the action for which you'd like a timeout. At the bottom, enable Timeout and select the number of seconds before the action is triggered.
- Select a new action to be taken after the timeout is reached. For instance, this could be forwarding the conversation to another queue, an announcement, a voicemail or a call forward.
Please note that queue timeout does not work for transferred conversations since they do not go through a call flow (they are transferred directly to the agent or the queue with the highest priority, so customers do not have to wait).
Timeout to voicemail.
Timeout to call forward.
Timeout to a different queue.