In-queue flow comfort message not playing after 60 seconds

If the in-queue comfort message is not playing after 60 seconds, the most common cause is a missing Loop action in the In-Queue Call Flow.

• The flow must contain a Loop that wraps the Play Audio and Wait actions.
• The Wait duration should match your desired interval (e.g., 30 seconds).
• Without the Loop, the flow executes once and then holds the caller in silence indefinitely.

Please reference the Resource Center article: ‘Configuring in-queue call handling’.

From a legal discovery standpoint, the silent hold time is still being recorded.

If the comfort message fails to play and the caller sits in silence for 5 minutes before abandoning, that entire 5-minute silence is captured in the recording. When we export recordings for litigation, opposing counsel questions why there are long periods of silence in our call recordings. It creates unnecessary scrutiny.