Skip the hold music, keep the place.
Callers see where they are in line and can choose a callback, so they keep their place without staying on the phone.
- Joined the queue
- Callback chosen
- Place kept
- 4Called back
Illustrative
Nobody enjoys waiting on hold. Let them wait anywhere else.
Queue callback gives callers virtual hold: they see their position in line, and an automatic callback means they never lose their turn.
Know exactly where you are.
Callers hear their position in line, so waiting stops being a guessing game. It is the first step of a callback.
- Position-in-line shown to the caller
- No guessing how long is left
- Same place whether they wait or call back
Illustrative
One question, one key press.
When the wait gets long, the caller is offered a callback instead of more hold music. They choose, and the line keeps moving without them on it.
Illustrative prompts
Illustrative queue
Offered when it matters.
An automatic callback is offered when the queue gets long. While the line is short, callers simply wait their turn.
- Short queue: no interruption
- Long queue: callback offered
- Callers decide, agents keep working
Don’t lose the caller.
A caller who hangs up after a long wait is gone. A caller who chose a callback is still in line, and still yours.
Illustrative
Closed, not unreachable.
The after-hours flow can take a voicemail, hand the call to an AI receptionist, or arrange a callback for when the team is back.
Illustrative hours
The agent already knows the story.
Shared memory shows the agent every past interaction, so the callback starts where the last contact stopped. Callers never repeat themselves.
One queue for voice, SMS, MMS, webchat and five social channels.
- VoiceMon · asked about an invoice
- WebchatWed · sent the account number
- WhatsAppFri · asked for an update
Illustrative history
- Inbound callA number is mapped to this flow.
- Queue checkIf the queue gets long, go on.
- Offer a callbackCaller keeps their place in line.
- Route to an agentRinging back when their turn comes.
Illustrative flow
Draw it once, publish it live.
Build the callback step in the visual IVR editor next to the rest of your call flow. Map the number, add the step, set the routing, and publish.
- Drag the callback step into the flow
- Choose who calls back, per queue
- Publish and watch calls follow it
Works with the whole queue.
Queue callback, answered.
It lets a caller keep their place in line and get a call back, instead of waiting on hold.
No. Virtual hold shows position-in-line, and the callback is automatic, so the caller keeps their place.
Callback-on-wait offers an automatic callback if the queue gets long.
Yes. The after-hours flow can handle voicemail, an AI receptionist, or a callback.
Yes. Shared memory shows the agent every past interaction, across voice and messaging channels.
Let callers go and still be first.
Talk to us about queue callback for your contact centre.