Voice Channel
Choose how callers connect with your organization using the ThreadConnect Voice experience framework. Start simple, add features as you grow.
ThreadConnect Voice Experience Framework
The ThreadConnect Voice platform provides three core experience levels, each building on the previous with additional features:
📞 ThreadConnect Voice Direct
Basic implementation - calls immediately queued, rejected during non-business hours. Works out-of-the-box.
📋 ThreadConnect Voice Direct + Voicemail
Custom wait/hold experience, custom greetings, hold music, department routing, off-hours voicemail routing.
⭐ ThreadConnect Voice Direct + Wait Experience
Advanced options menu - callers can choose callback or voicemail while retaining queue position.
Voice Direct + Wait Experience Outcomes
The most advanced experience provides three possible outcomes for callers:
- Accept Callback/Voicemail: Caller chooses option and completes action (task updated to callback/voicemail)
- Hang Up Without Action: Caller hangs up without selecting an option (abandoned call)
- Stay in Queue: Caller remains on hold until agent answers (normal call handling)
Studio Flow Implementation
The voice experiences are implemented using renamed Studio Flows with platform-standard naming:
- ThreadConnect Voice Direct + Voicemail (Auto-Route): All calls terminate in voicemail
- ThreadConnect Voice Direct + Wait Experience (with Email): Options menu with email notifications
Legacy and Custom Options
🤖 ThreadConnect Copilot
AI helps callers find the right service
Coming Soon
Add-On Features
Enhance any workflow with optional features: