Call Queue

The Call Queue tool manages inbound call overflow. When your voice agent is handling multiple simultaneous calls and reaches capacity, new callers are placed in a queue with hold music and position announcements until an agent slot opens up.

When to Use

Your agent handles high call volumes and needs overflow management
You want callers to wait rather than receive a busy signal
You need to manage peak periods with professional hold experiences

Configuration

Via the Dashboard

Open your agent and scroll to Voice Settings.
Enable Call Queue.
Configure:

Setting	Description	Default
Max queue size	Maximum callers in the queue	10
Max wait time	Minutes before routing to overflow	5 minutes
Hold music	Audio played while waiting	Default hold music
Position announcements	Announce queue position to callers	Enabled
Announcement interval	Seconds between position updates	30 seconds
Overflow action	What happens when queue is full	Voicemail

Via the API

curl -X PATCH https://api.thinnest.ai/agents/agent_abc123 \
  -H "Authorization: Bearer $THINNESTAI_API_KEY" \
  -H "Content-Type: application/json" \
  -d '{
    "voice_tools": {
      "call_queue": {
        "enabled": true,
        "max_queue_size": 10,
        "max_wait_minutes": 5,
        "position_announcements": true,
        "announcement_interval_seconds": 30,
        "overflow_action": "voicemail"
      }
    }
  }'

Overflow Actions

When the queue is full or a caller has waited too long:

Action	Behavior
`voicemail`	Send to voicemail
`callback`	Collect number and schedule a callback
`transfer`	Transfer to an external number
`message`	Play a message and disconnect

Call Recording Sentiment Escalation

​Call Queue

​When to Use

​Configuration

​Via the Dashboard

​Via the API

​Overflow Actions