> For the complete documentation index, see [llms.txt](https://atlas.anywhere.now/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://atlas.anywhere.now/contact-center-configuration/building-your-callflow/via-sharepoint/configure-queue-messages.md).

# Configure queue messages for the SharePoint callflow

Configure the prompts callers hear while they enter the queue, choose menu options, confirm callback details, or wait for an agent.

Use queue messages to control what callers hear while they enter the IVR, choose an option, confirm callback details, or wait in queue.

## Before you begin

* Confirm which caller journey this queue-message set supports.
* Confirm whether the prompts should use spoken text, uploaded audio, or a mix of both.
* Confirm how the queue should behave when the caller is waiting for an extended period.

## Queue-message groups

Keep the message structure separated by caller context:

| Message group    | Use                                                                                       |
| ---------------- | ----------------------------------------------------------------------------------------- |
| Entering queue   | Welcome, closed, or voicemail-entry messages when the caller first reaches the queue path |
| Choice prompts   | Messages that introduce caller menu choices                                               |
| Callback prompts | Messages that capture or confirm callback details                                         |
| Waiting messages | Messages that play while the caller remains in queue                                      |

## Use text or uploaded audio deliberately

Queue messages can use typed text or uploaded audio.

Good practice is to:

* keep spoken prompts short
* use uploaded audio only where a recorded prompt adds value
* keep fallback spoken text available when the flow depends on uploaded audio
* test any pause or speech-formatting behavior in the current environment instead of relying on older static examples

For reusable audio management, use the separate audio-files guidance.

## Keep waiting behavior easy to support

When callers stay in queue, confirm:

* when the first waiting message should play
* how queue-position or busy-time messages should be introduced
* whether callback prompts should interrupt the normal waiting pattern
* whether detailed playback sequencing belongs in reusable audio assets rather than in this page

Use detailed audio sequencing only when the support team can explain and maintain it operationally.

## Manage queue-message entries

1. Open the queue-message settings used by the contact center.
2. Add a new item or edit an existing one.
3. Enter the text, audio, or callback prompt values needed for that caller state.
4. Save the item.
5. Remove the item if that prompt should no longer be available.

{% hint style="warning" %}
Queue-message changes can affect active caller flows immediately. Test one waiting path and one callback or fallback path before you apply changes to production traffic.
{% endhint %}

## Verification

1. Test one entering-queue path.
2. Test one caller-choice or callback prompt path.
3. Confirm waiting messages behave as intended for the deployment.
4. Confirm callers still reach a safe next step when the queue wait becomes extended.

## Related topics

Go to **Configure IVR routing for the SharePoint callflow** for the caller-choice paths that route callers into the queue.

{% content-ref url="/pages/VX7kfkoVLglBFuDA7eBm" %}
[Configure IVR routing for the SharePoint callflow](/contact-center-configuration/building-your-callflow/via-sharepoint/configure-ivr-routing.md)
{% endcontent-ref %}

Go to **Manage audio files** for reusable recordings referenced from queue prompts.

{% content-ref url="/pages/T1eKPBlhVdH7PakmuCbV" %}
[Manage audio files](/contact-center-configuration/reusable-assets-routing-objects/audio-assets/manage-audio-files.md)
{% endcontent-ref %}


---

# Agent Instructions
This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. Learn more at gitbook.com.

## Querying This Documentation
If you need additional information that is not directly available in this page, you can query the documentation by asking a question.

Perform an HTTP GET request on the following URL with the `ask` and `goal` query parameters:

```
GET https://atlas.anywhere.now/contact-center-configuration/building-your-callflow/via-sharepoint/configure-queue-messages.md?ask=<question>&goal=<user_goal>
```

`ask` is the immediate question: it should be specific, self-contained, and written in natural language.
`goal` is what the user is ultimately trying to achieve, the reason they need the answer. Sharing it helps GitBook give you a better, more relevant answer. A goal is most helpful when it describes the outcome the user wants rather than restating the question. For example, with `ask=how do I create an API token`, a goal like `automate deployments from our CI pipeline` lets GitBook tailor the answer to that use case.

The response will contain a direct answer to the question and relevant excerpts and sources from the documentation.

Use this mechanism when the answer is not explicitly present in the current page, you need clarification or additional context, or you want to retrieve related documentation sections.