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When all of your concurrent call slots are busy, inbound callers don’t get a busy signal — they enter a queue. Callers hear hold audio and periodic position announcements while they wait. As soon as a slot opens, the next caller in line connects automatically and the AI handles the call as usual.

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How It Works

1

Caller dials your number

An inbound call arrives on a phone number assigned to one of your VoiceFlows.
2

All slots are busy

Every concurrent call slot for that VoiceFlow is currently occupied.
3

Caller enters the queue

Instead of receiving a busy signal, the caller is placed in a waiting queue.
4

Hold audio plays

Your configured hold message is played as AI-generated audio on a loop while the caller waits.
5

A slot becomes available

An active call ends, freeing up a concurrent call slot.
6

Next caller connects

The caller at the front of the queue is automatically connected to the open slot.
7

AI handles the call as normal

The call proceeds exactly as any inbound call would — using your VoiceFlow’s assistant, instructions, and tools.

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Enabling Call Queue

1

Open VoiceFlow settings

Go to VoiceFlows in the sidebar, select the inbound VoiceFlow you want to configure, and open its settings.
2

Navigate to Call Handling

Click the Call Handling tab inside the VoiceFlow settings.
3

Enable queue

Toggle Call Queue to the on position.
4

Set queue timeout

Enter how long (in seconds) a caller can wait before the overflow strategy kicks in. For example, enter 120 for a two-minute wait limit.
5

Write a hold message

Enter the text that will be read aloud to waiting callers. This is converted to speech using your assistant’s configured voice. Keep it short and professional (see Best Practices below).
6

Enable or disable position announcements

Toggle Position Announcements to let callers hear their current position in the queue (e.g., “You are caller number 2”). Turn this off if you prefer a seamless hold experience without position updates.
7

Choose an overflow strategy

Select what happens when a caller reaches the queue timeout. See Overflow Strategies below for all options.
8

Save

Click Save. Queue mode is now active for all inbound calls on this VoiceFlow.

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Queue Configuration

SettingDescriptionDefault
Queue EnabledTurn call queuing on or offOff
Queue TimeoutHow long (in seconds) a caller waits before the overflow strategy triggers120 seconds
Hold MessageText played as audio to callers while they wait”Please hold, we’ll be with you shortly”
Position AnnounceTell callers their position in the queueOn
Overflow StrategyWhat happens when the queue timeout expiresHangup

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Overflow Strategies

When a caller’s wait time exceeds the queue timeout, one of the following strategies runs automatically:
StrategyWhat Happens
VoicemailThe caller is prompted to leave a voicemail. The recording is saved and automatically transcribed. You can review voicemails in the Conversations section.
CallbackThe system records the caller’s number. When a call slot opens, EolasFlow automatically dials them back and the AI handles the return call.
TransferThe call is forwarded to an external overflow phone number you specify — for example, a backup line or a human agent team.
HangupThe call ends with a polite goodbye message. Use this when you don’t need to capture voicemails or callbacks.
Callback is the best strategy for high-volume periods. Callers hang up instead of waiting, and the system ensures you reach them as soon as capacity is available — so you never lose a lead or miss a customer.

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Automatic Callbacks

When a caller is routed to the Callback overflow strategy, here is what happens behind the scenes:
1

Number saved to callback queue

The caller’s phone number is added to a FIFO (first in, first out) callback queue. Callers are called back in the order their callback was created.
2

Slot becomes available

As soon as any concurrent call slot on the VoiceFlow frees up, the system checks the callback queue.
3

System dials the callback number

EolasFlow automatically places an outbound call to the next number in the callback queue.
4

AI handles the return call

The return call uses the same VoiceFlow configuration — same assistant, same instructions, same tools — as the original inbound call.
Callbacks use the same VoiceFlow and AI assistant as the original inbound call. Make sure your assistant’s greeting acknowledges the callback context (for example, “Hi, this is a return call from EolasFlow on behalf of…”) so callers aren’t confused by the outbound call.

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Queue Dashboard

Your main dashboard includes a real-time Queue Status card that gives you a live view of call activity. The card shows:
  • Active calls — The number of calls currently in progress
  • Queue length — How many callers are currently waiting
  • Queued caller list — A row for each waiting caller, including:
    • Phone number
    • VoiceFlow name
    • Wait time (formatted as 45s or 1m 23s)
    • Position in queue
The card auto-refreshes every 5 seconds. A pulsing green indicator appears on the card when the queue is active and callers are waiting, so you can spot overflow at a glance without manually checking.
The Queue Status card only reflects real-time data. It does not store queue history. To review how often your queue fills up over time, use the Analytics section to track call volume patterns by time of day.

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Best Practices

Set reasonable timeouts. For support lines, 2–5 minutes is a comfortable wait. For sales lines, keep it under 1–2 minutes — prospects are less likely to stay on hold for long. Match the timeout to your callers’ expectations.
Use callback for long wait periods. If your queue regularly fills up during peak hours, switch to the Callback overflow strategy. Callers appreciate not being stuck on hold, and you retain every contact in the queue.
Keep hold messages short and professional. A message like “Thank you for calling. All of our agents are currently busy. Please hold and we’ll be with you shortly.” is clear and reassuring. Avoid music references or overly casual language — the message loops, so brevity matters.
Monitor the queue dashboard during peak hours. If you regularly see the queue length climbing, that is a signal to increase your concurrent call capacity or adjust your VoiceFlow configuration to handle calls more efficiently.

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Next Steps

VoiceFlows

Configure the AI assistant and settings for your inbound calls

Phone Lines

Manage the phone numbers connected to your VoiceFlows

Dashboard

Monitor call activity, queue status, and performance in real time