Queue timeouts are used in conversation flows to trigger a new action after a certain amount of time. A common use is forwarding a call to another person or queue if no one picks up.

To set up a timeout Go to Settings > Phone > Edit next to the call flow that you want to change.

1. Edit the action for which you'd like a timeout. At the bottom, enable Timeout and select the number of seconds before the action is triggered.


2. Select a new action to be taken after the timeout is reached. For instance, this could be forwarding the conversation to another queue, an announcement, a voicemail or a call forward.

Timeout to voicemail.

Timeout to call forward.


Please note that queue timeout does not work for transferred conversations since they do not go through a call flow (they are transferred directly to the agent or the queue with the highest priority, so customers do not have to wait).