Replace repetitive queue music with a configurable In-Queue Experience flow. Play custom prompts, share real-time position-in-queue (PIQ) and estimated wait time (EWT), or offer callbacks—all without affecting queue position, skill matching, or priority. Configure the flow to deliver tailored wait experiences across different routing paths, with playback stopping as soon as a rep becomes available. Reduce caller abandonment and improve customer confidence with a more engaging and informative wait experience.
Where: This change is available in Salesforce orgs with this telephony model.
- Salesforce Voice (Native Telephony)
Who: To configure an In-Queue Experience Flow, you need the Agentforce Contact Center Admin (Salesforce Voice) permission set.