The Talk team is excited to announce a great new feature: Overflow and After Hours Routing. With this feature, your team can ensure that callers always connect with a live agent. If your customers call when all your agents are busy or outside business hours, you can automatically route those calls -- “overflow” calls -- to an alternate number. This will come in handy if your team:
- Offers customer support for a global customer base across multiple time zones
- Supports a service-based business that requires 24-hour maintenance calls
- Works with a BPO (business process outsourcer) or answering service to manage overflow and high call volume
How does it work?
Overflow calls (during business hours)
When agents are unavailable or calls reach the maximum queue size and / or maximum wait time, and voicemail is turned off, callers will be routed to an overflow number.
After hours calls (after business hours)
When calls come in after business hours, and voicemail is turned off, callers can be routed to an after hours number.
You can find all the details on how to configure Overflow here.
Who is it available for?
This feature is available to customers on our Zendesk Talk Professional / Advanced and Enterprise plans. If you don’t have a Zendesk Talk account, you can start a free trial. If you are on Zendesk Talk Legacy, Lite, or Team / Basic plans, you can request a free boost to Zendesk Talk Professional.