A Heads-Up Before You Answer a Queue Call
A short spoken announcement only your team member hears in the moment before a queue call connects, telling them which line the caller used so they answer ready.
Message to Agent plays a short announcement, heard only by your team member, in the moment before a queue call connects. It names the line the caller used, such as the website number or the number on the van wrap, so the person answering knows where the call came from before they say hello.
It pairs with queue labeling, which shows the same information on screen. For someone answering on a headset or a mobile app, hearing it is faster than reading it.
What it does for your business
For Service Franchisees
Before the call connects, the CSR hears "website" or "van wrap number," so they know how the customer found you and answer accordingly.
For Pizzerias
Order takers hear "catering line" before the call connects and reach for the catering menu instead of the regular one.
For Auto Dealerships
Sales staff hear "internet lead line" or "service" in their ear before pickup, so shared staff answer as the right department every time.
Frequently asked questions
QUESTION: Does the caller hear the announcement?
ANSWER: No. It plays only to your team member, in the second before the call connects. The caller hears normal ringing.
QUESTION: What kinds of announcements do teams use?
ANSWER: The source of the call is the most common: "website," "van wrap," "Google listing," or a department name. Anything that helps the person answer ready works.
QUESTION: Is this the same as sending a note to a coworker?
ANSWER: No. Message to Agent is a spoken heads-up before a queue call connects. For typed notes between teammates during a call, use Team Chat, which works in the Portal, the mobile app, and the web phone.