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

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

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: