Run the queue from day one.
Check your business number in a few seconds, and we’ll plan the queues with you.
Rather talk it through? Write to us and a person answers.
Every caller in line.
Every agent in view.
Queues that offer each caller to the right agent, AI that answers when your team can’t and hands back when it should, and the numbers to run it all, for a team of five or fifty.
In line
How callers wait, and who they reach.
Offer each caller to the right agent.
Pick how a queue offers the next caller. Agents in its first group answer first; backup groups join when nobody before them is free, or after a wait you choose.
What a caller hears, minute by minute.
- Your hold music, and up to ten announcements while they wait.
- A call back instead of waiting: they leave their number, and an agent takes it when they’re free.
- After the wait you set, voicemail, another queue or your AI agent.
- How long each agent rings, and a wrap-up after each call before the next.
Agents sign in. The queues do the rest.
Each agent is Available, On break or Logged out, from their account menu, and the queues send calls only to who’s available. Supervisors change a status for them. At the time you set each night, anyone still signed in is logged out, so tomorrow starts clean.
On the call
What the agent sees, and who has their back.
The caller’s story, before hello.
As the call rings, the caller’s record pops up: their HubSpot contact and open deals, their Sonar account and balance, and an AI read of their last calls, why they called, what was promised and how it went.
Notes taken on the call go back to the CRM, and so does the call, with a link to its recording.
From their last calls
Called twice this week about a replacement card. Sam promised it would ship by Friday.
- Record
Pause for the card number.
Agents press Record when a call matters, and pause it while a card number is read. Or record every queue call by rule.
Call recording - Payments
Take the payment on the call.
Callers your Sonar knows pay their balance by phone, with the card or bank account on file or a new card. Recording and transcription pause while card numbers are keyed in.
Sonar - Supervisors
Listen, whisper or join.
Give a queue its supervisors. They watch it live, change its agents’ status, and listen in, coach the agent without the caller hearing, or join the call.
Listen, whisper and barge
The queue, live.
Who’s waiting and for how long, who’s free, ringing, on a call or on a break. Anyone can take a waiting caller with one press.
AI agents
Hand off to AI, and back again.
Connect your own voice agent at OpenAI or Grok, and route calls to it like any line: after hours, from a menu key, or when a queue’s wait runs long.
It hands the caller to a queue or a person you allow, with their number and the number they dialed. Agents send callers to it the same way, with a transfer.
Caller(480) 555-0142
Your AI agentOpenAI or Grok
Member ServicesQueue 303 · 3 available
Connected to the software you already run.
- HubSpot
Callers looked up as they ring. Calls, notes, recordings and missed calls on the contact’s timeline.
- Sonar
The caller’s account and balance on the ringing screen, payments by phone, and calls logged on the account.
- OpenAI and Grok
Your own AI voice agents, answering on a line of their own and handing callers to your team.
- Your own software
A ticketing system, a billing platform, a CRM of your own? Tell us what you run, and we’ll build the connection.
Talk to us
The numbers
Every queue, every agent, every wait.
Each queue against its own goal.
Set the share of callers each queue should answer, and how fast. Insights says, in plain words, how each one did, and charts every measure against the period before.
- Answer speedThe share answered within each second, and who gives up waiting.
- Caller journeysFrom the number dialed, through the menu and the queue, to who answered.
- Missed callsWho was missed, why, and who hasn’t been called back.
- PeopleEach agent’s month, their day hour by hour, and the calls they pass on.
- TopicsWhy people call, and what’s rising, from transcribed calls.
- Goals and alertsA target a day, and an alert the morning after a day misses it.
- ReportsSaved, and emailed to you every week or month.
- AskA question in plain words, answered from your calls.
The Insights and Call queues screens on this page are from Harper Valley National Bank, our demo account. The bank, its people, its callers and every number are made up.
Questions from call centers.
- Do agents need special phones?
- No. Agents answer on desk phones, in the browser or in the app, and sign in to the queues from their account.
- Can callers leave a number instead of waiting?
- Yes. A queue can offer callers a call back while they wait. Their request joins a callback list, and an agent takes it when they’re free.
- Can supervisors listen to live calls?
- Yes. Owners, admins and a queue’s supervisors can listen to a call, whisper to the agent without the caller hearing, or join it.
- Which software do you connect to?
- HubSpot and Sonar today, and your own AI voice agents at OpenAI or Grok. Running something else? Tell us what it is, and we’ll build the connection.
- Can an AI agent take the overflow?
- Yes. Point a queue’s overflow or your after-hours route at your AI agent, and it hands callers back to a queue or a person you allow.
Q2 waiting
Member Services
Mary CollinsOn a call · 3:12
David ParkWrapping up
Linda FosterAvailable