As an agent, you make and receive phone calls directly in the Cue web app using a built-in dialer widget. This guide covers how to answer incoming calls, make outbound calls, use call controls, transfer calls, and manage your availability status.

Setting your availability

Your availability status controls whether you receive incoming calls. Only agents with an Available status are in the call routing pool.

How to set yourself as away

1. Click your avatar in the bottom-left corner
2. Click Set yourself as away
3. Optionally add an emoji, a status note (e.g. "lunch"), and choose how long until the status auto-clears
4. Click Save

While you are away, calls will skip you and route to the next available agent.

How to set yourself as active

1. Click your avatar in the bottom-left corner
2. Click Set yourself as active
   
   

You will immediately re-enter the call routing pool.

Receiving an incoming call

When a call comes in and you are next in the routing order, a notification appears on your screen with the caller's name or number.

1. Click Answer to accept the call - the dialer widget opens and you are connected to the caller
2. Click Decline to skip the call - it routes to the next available agent

If you do not respond before the max ring time expires, the call automatically moves to the next agent.

Making an outbound call

1. Click the phone icon in the top-right of the Calls tab to open the dialer widget
2. Enter the contact name or phone number by typing/pasting
3. If your workspace has multiple Voice numbers, select which number to call from using the source number dropdown
4. Click the call button to initiate the call

You can also start a call from a contact card by clicking the phone icon next to their number.

Call controls during a call

While on an active call (inbound or outbound), the dialer widget shows the caller's number, a connection status indicator, a live duration timer, and three control buttons:

• Mute — toggles your microphone on and off. The caller cannot hear you while muted. A visual indicator shows when mute is active.
• Hold — places the caller on hold. They hear hold music while you are muted automatically. A hold timer appears. Click again to resume the call.
• Transfer — opens the transfer panel to hand the call to another agent or team. See the next section.

To end the call, click End Call at the bottom of the widget.

Transferring a call

During an active call, you can transfer the caller to another agent or a team. Click Transfer on the dialer widget to open the transfer panel.

Cold transfer

The call is handed over immediately once the receiving agent answer’s - you are disconnected and the caller is connected to the target agent or team.

1. Click Transfer on the dialer widget
2. Select Cold transfer
3. Choose between the Agents or Teams tab
4. Search or browse for the target. Each agent shows their availability status; each team shows how many agents are available
5. Click Transfer to complete the handoff

Warm transfer (beta)

You speak privately with the target agent first (a "consult call") before connecting the caller. The caller hears music during the consultation.

1. Click Transfer on the dialer widget
2. Select Warm transfer
3. Choose between the Agents or Teams tab
4. Search or browse for the target
5. Click Consult - a private call with the target agent begins while the caller is on hold
6. Once you have briefed the target agent, complete the handoff — the caller is connected to the target and you are disconnected

If you change your mind during the consult, click Cancel to end the consult and return to the original caller.

After the call

When a call ends, it automatically appears in your inbox under the Calls tab, when filtering by “Closed”. The call detail view shows metadata (direction, duration, outcome, participants), the call recording and a transcript.

Frequently asked questions

My browser is not asking for microphone permission. What should I do?

Check your browser settings. In Chrome, click the lock icon in the address bar, then make sure Microphone is set to "Allow" for app.cuedesk.com. In other browsers, look for site permissions in the address bar or browser settings.

I am set to Available but I am not receiving calls. Why?

Check that your browser has microphone permission enabled, that you are logged in to Cue. If you missed 3 consecutive calls, you may have been auto-set to Away - check your status.

Can I transfer to an external phone number?

Not currently. Transfers are limited to agents and teams within your workspace.

Can I change my audio input or output device?

Yes. You can select your microphone, speaker, and ringtone device from the audio settings. Changes apply to the current session.

What does the green audio indicator on the dialer mean?

The green indicator shows that audio is flowing - your connection to the call is active. If it stops moving, there may be a network or audio issue.

Voice calls in Cue are managed alongside your other conversations -  WhatsApp, Web Chat, and Email - in a single inbox. Every call creates a conversation with recordings and transcripts. This guide covers how to find, filter, and review Voice calls in your inbox.

Finding Voice calls in your inbox

Voice calls have their own dedicated tab in the inbox, separate from chat-based conversations.

1. Open app.cuedesk.com
2. Navigate to Conversations in the sidebar
3. Click the Calls tab at the top of the conversation list (next to Chats)
   

The Calls tab shows all Voice conversations in your workspace. Each entry displays the caller's name (or number for unknown numbers), the call type (Inbound call or Outbound call), and a timestamp.

Filtering calls

Use the filter and sort controls at the top of the Calls tab to find specific conversations.

Filter by status

• Open - shows calls that are active
• Closed - shows calls that have been ended
• All calls - shows everything regardless of status

Viewing call details

Click any call in the list to open its detail view. This shows everything that happened during the call.

Call metadata

The detail view shows key information about the call:

• Callee/Caller- who the caller/callee was depending on call direction (inbound or outbound)
• Direction - whether the call was inbound or outbound
• Called at- time the call started
• Duration - total call length
• Participants - who the call was answered by

Call recording

An audio player appears in the call detail view. You can play, pause, and seek through the recording.

Call transcript

Transcripts are generated automatically after the call ends. The transcript text appears above the recording in the detail view.

Voice calls on a contact profile

All Voice calls with a known contact are also visible on their contact profile. Navigate to the contact and scroll to their conversation history to see past calls alongside their chat conversations.

Frequently asked questions

Can I search for a specific call?

Yes. Voice conversations are searchable by contact name or phone number using the search bar at the top of the Conversations view.

Can I download a call recording?

Recordings are accessible via the audio player in the call detail view. Direct download is not currently available from the inbox.

Voice workflows let you control exactly what happens when a call comes in - beyond basic routing. You can play a greeting, offer callers a menu to choose a department, branch based on business hours, and route to specific teams.

Workflows are built visually in the flow editor using drag-and-drop steps. This guide covers how to access the editor, the available steps, and how to publish your workflow.

Accessing the workflow editor

1. Open app.cuedesk.com
2. Navigate to Connectivity → Channels
3. Find your Voice channel and click the settings cog
4. Click the Advanced tab
5. Click Edit flow

The flow editor opens as a full-screen canvas. Your channel's phone number appears as the entry point on the left. Steps connect left-to-right, showing the path a caller follows.

Adding steps to your workflow

Click the + button after any step to add a new one. The "Add a voice step" panel appears with the available step types. You can also search by name.

Available steps

Play message

Plays an audio message to the caller -  a greeting, an announcement, or any spoken content.

1. Click + and select Play message
2. Choose between Generate audio (text-to-speech) or Upload audio
3. If using text-to-speech, type your message (up to 300 characters), select a voice from the dropdown, and click Preview to hear it
4. Click Save

The step appears on the canvas showing a preview of the message text.

Menu

Creates an automated phone menu where callers press a number on their keypad to choose an option. Each key maps to a label and branches to a different path in the workflow.

1. Click + and select Menu
2. Under Script, configure the audio the caller hears (e.g. "For Sales press 1, for Support press 2"). Use text-to-speech or upload audio, the same as Play message
3. Under Keys, add a key for each option. Each key has a digit (1–#) and a label (e.g. "Sales"). Click + Add key for additional options
4. Under Behaviour, set:

• Timeout - how long to wait for the caller to press a key before treating it as a no match/no input (e.g. 5 seconds)
• Retries on no match / no input - how many times to replay the script before taking the fallback path (e.g. No retries/1 retry)

1. Click Save

Each key creates a separate output on the canvas that you can connect to the next step for that path. A "No input / No match" output handles callers who do not press a key or press an invalid one.

Business hours

Branches the workflow based on whether the call is received during or outside your business hours. This step has two outputs: Open and Closed.

1. Click + and select Business hours
2. Click Choose a schedule and select an existing business hours schedule
3. Click Save

Connect the Open output to the steps callers should follow during business hours (e.g. a greeting, then route to agents). Connect the Closed output to the steps for after hours (e.g. play an out-of-office message).

Transfer to agents

Routes the call to available agents using a distribution strategy. This is typically the final step in a workflow path.

1. Click + and select Transfer to agents
2. Under Team, choose either All active agents in the workspace or a specific team
3. Under Distribution, select the routing strategy: Round-robin, Fewest calls today, or Longest idle
4. Set the Ring duration - how long to ring each agent before moving to the next (e.g. 60 seconds)
5. Under Hold music while waiting, preview the current hold music or click Change to upload a different file
6. Click Save

Saving and publishing

Workflows use versioning to let you make changes without affecting live callers until you are ready.

• Save - saves your changes as a draft. The workflow is not yet live. The header shows "Saved" to confirm.
  
• Publish - makes the current draft version live. Callers will immediately experience the updated workflow. The version indicator in the top-right updates to show "Live".

Example: basic business hours workflow

Here is a common workflow pattern for a Voice channel:

1. Call comes in on your Voice phone number (entry point)
2. Business hours step checks whether you are open or closed
3. If Open: Play message ("Thank you for calling Cue’) → Menu step (“Please press 1 to speak to Sales, or 2 to speak to Customer Success") → Customer selects option 1 on keypad→ Transfer to agents (Round-robin, Sales team)
4. If Closed: Play message ("Our office is currently closed. Please call back during business hours.")

Frequently asked questions

What happens if I save but do not publish?

Your changes are saved as a draft but callers continue to experience the previous live version. Nothing changes for callers until you publish.

Can I revert to a previous version?

You can view previous versions using the version dropdown. To revert, open the previous version and publish it again.

What happens at the end of a workflow if there is no next step?

If a caller reaches the end of a path with no further steps, the call will end. Make sure every path in your workflow ends with either a Transfer to agents step or a Play message that sets the caller's expectation.

Can I have different routing strategies for different teams in the same workflow?

Yes. Use a Menu step to let callers choose a department, then connect each key to a different Transfer to agents step with its own team and distribution strategy.

Business hours schedules let you define when your team is available. Once created, a schedule can be reused across voice channels.

Workspace Owners can manage schedules by navigating to Workspace Settings > Schedules.

What You Can Do with Schedules

• Define weekly operating hours - Set the days and times your team is available, with support for multiple time slots per day
• Set a time zone - Each schedule uses a specific time zone so hours are evaluated correctly, regardless of where your team or customers are located
• Add custom days - Create exceptions for public holidays, special events, or one-off schedule changes
• Reuse across your workspace - Assign the same schedule to voice channels, use it as a condition in flows, or reference it in AI Agent logic

Creating a Schedule

1. Navigate to Workspace Settings > Schedules

2. Click Create a Schedule

3. Give your schedule a name (e.g. "Main Office Hours" or "Weekend Support")

4. Select the time zone that applies to this schedule

5. Configure your weekday hours - toggle each day on or off and set the opening and closing times

6. Optionally, add custom days for holidays or exceptions

7. Click Create Schedule

Your new schedule appears in the Schedules list and is ready to use.

Choosing a Time Zone

Every schedule requires a time zone. This determines how Cue evaluates whether you are currently open or closed. Select the time zone that matches your team's physical location or the region you are serving.

If your workspace operates across multiple regions, create separate schedules for each - for example, "SA Office Hours" using Africa/Johannesburg and "UK Office Hours" using Europe/London.

Setting Weekday Hours

Each day of the week can be toggled on (open) or off (closed) independently. When a day is toggled on, set the start and end times for that day.

If your team works split shifts or takes a lunch break, click + Add slot next to any day to add a second time window. For example, you might set Monday to 08:00–12:00 and 13:00–17:00.

Adding Custom Days

Custom days let you override your regular weekly schedule for specific dates. Use them for public holidays, office closures, company events, or reduced-hours days.

To add a custom day:

1. Scroll to the Custom days section at the bottom of the schedule editor

2. Click + Add custom day

3. Enter a label (e.g. "Christmas Day" or "Company Retreat")

4. Select the date or date range

5. Choose whether the day is closed or set specific operating hours

Managing Your Schedules

The Schedules page shows all schedules in your workspace at a glance:

• Use the search bar to find a schedule by name.
• Click on any schedule to edit it, or click the delete icon to remove it.

When deleting a schedule that is currently assigned to a voice channel or referenced in a flow, Cue will warn you about the impact before proceeding.

Using Schedules with Voice Channels

When setting up a voice channel, you will be asked to select a business hours schedule during the setup wizard. This schedule determines how inbound calls are handled:

• During business hours - Calls follow your normal routing: the greeting plays, callers navigate your IVR menu (if configured), and calls are routed to available agents.
• Outside business hours - Callers hear your after-hours message. Depending on your configuration, they may be given the option to leave a voicemail.

You can also change the assigned schedule from your voice channel's settings page at any time.

Tips for Managing Business Hours

• Use descriptive names - Names like "SA Office Hours" or "Weekend Support" make it easy to identify which schedule to assign where.
• Add recurring custom days for annual holidays - Set them once and they will apply every year automatically.
• Review your schedules periodically - Check that your hours still reflect your team's actual availability, especially after seasonal changes or shifts in operating hours.
• For workspaces who have access to the Advanced settings tab, create separate schedules for different teams or regions - A sales team and a support team may have different operating hours. Create a schedule for each and assign them independently.

Frequently Asked Questions

Can I have multiple schedules in one workspace?

Yes. You can create as many schedules as you need — one for each team, department, region, or use case.

What happens if I do not assign a schedule to a voice channel?

If no schedule is assigned, the voice channel operates as if it is always open. All inbound calls will be routed to agents regardless of the time of day.

Can I set different hours for different days?

Yes. Each day of the week is configured independently. You can set Monday to 08:00–17:00, Tuesday to 10:00–14:00, and leave Saturday closed, for example.

Can I add a lunch break or split shift?

Yes. Use the + Add slot button next to any day to add a second time window. This is useful for lunch breaks or split-shift patterns.

Do custom days override the weekly schedule?

Yes. Custom days always take precedence. If you add a custom day marked as closed on a date that would normally be open, Cue will treat it as closed.

What time zone should I choose?

Select the time zone that matches your team's operating location. If you serve multiple regions, create a separate schedule for each region with the appropriate time zone

A Voice channel connects a phone number to your workspace and controls how incoming calls are handled - who they are routed to, what callers hear, and when calls are accepted. This guide walks through the setup wizard and the key settings you can configure.

Creating a Voice channel

The setup wizard takes you through three steps: selecting a phone number, configuring call routing, and reviewing your settings before activation.

Step 1: Phone number

1. Open app.cuedesk.com
2. Navigate to Connectivity → Channels
3. In the Available Channels section, click Add Channel on the Voice modal
4. Choose one of the three options:

• Buy a number - purchase a new local, mobile, or toll-free number
• Port a number - transfer an existing number from another provider
• Choose existing number - use a number already in your workspace

Once your number is selected, it appears at the bottom of the modal with the country and type displayed. Click Continue.

Step 2: Call routing

This step configures everything callers experience when they ring your number: the greeting they hear, how calls are distributed to agents, hold music, business hours, and the out-of-office message.

Greeting

The greeting is the first thing callers hear when they ring your number.

1. Choose between Generate audio (text-to-speech) or Upload audio (your own recording).
2. If using text-to-speech, type your greeting message in the text area (up to 300 characters) and select a voice from the dropdown. Click Preview to hear how it sounds.
3. If uploading audio, select a compatible audio file from your computer.
   

Call recording

Enable call recording to automatically record calls on this channel. When turned on, a consent message is played to the caller before the recording begins.

To set up call recording:

1. Toggle Call recording on.
2. Write your consent message in the text area,for example: "This call may be recorded for quality and training purposes."
3. Choose between Generate audio (text-to-speech) or Upload audio (your own recording) to create the consent message audio.
4. If using text-to-speech, select a voice from the dropdown and click Preview to hear how it sounds.
5. If uploading audio, select a compatible audio file from your computer.

When a call comes in, the consent message plays first, then the call proceeds as normal while being recorded.

Call routing

Choose how incoming calls are routed to your team. There are two routing modes:

Call routing (distribution strategy) - routes calls to agents using one of three strategies:

• Round-robin - agents are rung one at a time in a rotating order
• Fewest calls today - the agent who has handled the fewest calls today rings first
• Longest idle - the agent who has been waiting longest since their last call rings first

You also configure:

• Route calls to - all active agents in the workspace, or a specific team
• Max ring time per agent - how long a call rings for one agent before moving to the next (e.g. 30 seconds)

Number menu -  creates a phone menu (IVR) where callers press a number on their keypad to reach a specific team. If this is created on the basic setup, the default call routing is round-robin.

Hold music

Select what callers hear while they wait in the queue. You can choose from preset options or upload your own audio file.

Business hours

Create or select an existing business hours schedule to control when this channel accepts calls.

The schedule name, timezone, and weekly hours are displayed for review.

For an existing schedule:

• Click Edit to modify the selected schedule's hours
• Click Change to switch to a different schedule

If you have not yet created a schedule, you will be prompted to create one.

Out-of-office message

This is what callers hear when they ring outside your business hours. It works the same way as the greeting - choose between text-to-speech or uploading your own audio.

Step 3: Confirm and activate

The final step displays a summary of everything you have configured:

• Channel name - defaults to your workspace name
• Phone number - the number attached to the channel
• Greeting - voice and message text, with a Preview option
• Call routing - strategy, routing target, and hold music
• Business hours - schedule name, out-of-office voice and message, with a Preview option

Each section has an Edit option that takes you back to the relevant step to make changes. Once you are happy, click Activate channel.

Your Voice channel is now live. Incoming calls to the attached number will be routed according to your configuration.

Editing your Voice channel after activation

You can update any channel setting after activation from the channel settings page.

1. Navigate to Connectivity → Channels
2. Find your Voice channel in the list and click the settings cog
3. The Basic tab lets you edit the same settings from the wizard: greeting, routing, hold music, business hours, and out-of-office message
4. The Advanced tab gives you access to the Voice Workflow editor for more complex call handling.

Changes are saved when you click Save.

Frequently asked questions

Can I have more than one Voice channel?

Yes. You can create multiple Voice channels, each with its own number, greeting, routing strategy, and business hours. This is useful if you want separate numbers for different teams or regions.

What is the difference between Basic and Advanced call routing?

Basic routing (configured in the wizard) uses a single distribution strategy to ring available agents. Advanced routing (via the Voice Workflow editor) lets you build multi-step call flows with menus, business hours branching, and sequential play-message steps.

Can I change the phone number attached to a channel after activation?

You would need to create a new channel with the new number. Changing the number on an existing channel is not currently supported.

To use the Voice channel in Cue, you need a phone number attached to your workspace. You can either purchase a new number through Cue or port an existing number from another provider (beta). Both paths require regulatory approval before your number goes live. This guide walks through what's needed, how each path works, and what to expect at each stage.

Available regions

Cue supports numbers in South Africa and the United Kingdom. The available number types differ by region.

South Africa

• Local numbers (e.g. Johannesburg 011, Cape Town 021)
• Mobile (+2760 to +2768)

United Kingdom

• Local (e.g. London 020, Manchester 0161)
• Mobile (+44-7)
• Toll-free (+44-800, +44-808)

Regulatory compliance

Before you can acquire a number in Cue, you need to submit a regulatory compliance bundle. This is a set of documents about your business that the number provider reviews to confirm you're authorised to hold a number in that region. The documents required depend on the country and the type of number.

What you need to provide

🇿🇦 South Africa:

• Proof of ID (government-issued)
• Recent proof of address (e.g. utility bill)
• Proof of Business registration number (e.g. CIPC certificate)

🇬🇧 United Kingdom:

• Recent proof of address (e.g. utility bill)

How to submit your bundle

1. Open app.cuedesk.com
2. Navigate to Connectivity → Compliance
3. Select New bundle
4. Choose the country and number type you want a number for
5. Complete the Business details section
6. Upload the required documents
7. Review and submit

Once submitted, your bundle is reviewed for compliance, and will appear as “Pending Review” in the platform, followed by a confirmation email to all Workspace Owners:

Approval takes up to three business days. You'll be notified by email once your bundle is approved and you can proceed to acquire a number.

If your bundle is rejected

Common reasons for rejection include missing documents, mismatched address details between documents, or incomplete business registration information. You will receive a notification thereof and will be able to resubmit with the guidance of our team.

Purchase a new number

The purchase path is the fastest way to get a number. Once your regulatory bundle is approved, you can search available inventory and buy a number directly through Cue. The number is provisioned immediately and ready to be attached to a Voice channel.

How to purchase a number

1. Open app.cuedesk.com
2. Navigate to Connectivity → Phone numbers
3. Select Buy number
4. Choose the country and number type
5. Browse the available numbers and select one
6. Select Purchase number to confirm the purchase
   

The number is provisioned immediately and appears in your workspace as Active. You can then attach it to a Voice channel and start configuring routing, greetings, and business hours.

Port an existing number

Porting lets you transfer a phone number you already use with another provider into Cue, so you keep the same number your customers already know. Porting is a manual, coordinated process that takes longer than purchasing - it involves your current provider and the losing carrier network. Timelines and requirements differ by country and number type.

Before you start

• Your regulatory bundle for the destination country must already be approved.
• Do not close the account or deactivate the number with your current provider during the port - this will cause the port to fail and the number may be recycled by the network.

South Africa

Porting in South Africa is available for local numbers only (021, 011).

United Kingdom - mobile numbers (+44-7)

United Kingdom - local numbers (+44-1, +44-2)

UK providers we cannot port from

In rare cases, a number cannot be ported due to missing porting agreements between the losing provider and our carrier partner. The following UK providers are known to be unsupported:

• Dial 9
• Telecoms World
• Intelligent Telecoms Routing Ltd
• Core Telecom
• Invade International Ltd
• Suretec Systems
• Wavecrest Networks Limited

How to port a number

1. Open app.cuedesk.com
2. Navigate to Connectivity → Phone numbers
3. Select Port number
4. Choose the country and regulatory bundle
5. Enter the number to port, Current provider and Account holder fields
6. Select Submit port request

If a porting request is rejected

Once a porting request has been submitted to the losing provider, they can reject it for a number of reasons. The most common are set out below. If your port is rejected, your support contact will let you know the reason and what needs to be corrected.

Incorrect site address

The address on the LOA doesn't match what your current provider has on file. Confirm the address on record with your provider. If it's out of date, update it with them first, then let us know so we can ask the carrier to resume the port.

Invalid or incomplete range of numbers

The number being ported is part of a larger continuous block, and the carrier requires the whole range to be included. Check with your provider whether your number is part of a range, and either include all associated numbers in the request or ask the provider to break the range down.

Inactive number or outstanding charges

The number is not currently in service, or there are outstanding charges on the account. Contact your provider to reinstate the number and settle any outstanding charges before the port can be resumed.

Frequently asked questions

Can I configure my number while I wait for regulatory approval?

No. Configuration is only available once a number is active in your workspace, which requires the regulatory bundle to be approved and the number to be acquired.

Do I need to submit separate documents for each number?

No. Once you have submitted and had approved a regulatory bundle for a country and number type, you can use it for further numbers in that country without resubmitting.

How long does the full setup take?

For a purchased number, allow up to 3 business days for regulatory approval, then a few minutes to purchase and configure. For a ported number, allow 5 to 7 business days for UK mobile, and 4 to 6 weeks for all other number types.

Can I have more than one number in my workspace?

Yes. You can add as many numbers as you need. Each number can be attached to its own Voice channel.

Voice lets your team make and receive phone calls directly inside Cue or via your existing hardware (beta). Calls are managed alongside your existing channels (WhatsApp, Web Chat, Email) in one inbox. This guide covers what Voice is, how it works, and what you need to set it up.

How Voice as a channel works

Voice connects your workspace to the phone network through the browser. When a customer calls your phone number, the call is routed to available agents in your workspace based on the call routing strategy you configure. Agents answer, transfer, and manage calls on the platform.

Outbound calls work the same way: agents dial from the widget, and the call connects through your workspace's phone number.Every call is logged in your inbox as a conversation, with recording and transcripts available after the call ends.

What you need before you start

Setting up Voice as a channel involves a few steps in order. Here is the prescribed sequence:

1. Complete a regulatory bundle - before you can purchase a phone number, telecom regulators require proof of your business identity. You will submit business details and documents (the requirements differ by country). Approval typically takes around 3 business days.
2. Purchase or port a phone number -  once your regulatory bundle is approved, you can buy a new number or port an existing number from another provider.
3. Create a Voice channel - the setup wizard walks you through connecting your number, configuring a greeting and setting business hours.
4. Build a workflow (limited to Automate, Scale and Enterprise plans) - for advanced call handling, use the Voice flow editor.

Key concepts

A few terms you will encounter as you set up and use Cue Voice:

• Regulatory bundle - the set of compliance documents required by telecom regulators before you can purchase or port numbers in a country.
• Call routing strategy - the rule that decides which agent gets the next call. Options are Round-robin, Fewest calls today, and Longest idle (limited to Automate, Scale and Enterprise plans).
• Voice workflow - a visual sequence of steps that defines what happens when a call comes in, built in the flow editor (limited to Automate, Scale and Enterprise plans).
• Warm transfer (GA) - the agent speaks privately with the transfer target before connecting the caller.
• Cold transfer - the call is transferred immediately with no introduction.
• TTS (Text-to-Speech) — converts typed text into spoken audio for greetings and menu prompts.

Roles and permissions

Voice uses the same role system as the rest of Cue, with specific permissions for voice features:

• Workspace Owner - full access. Can purchase numbers, create channels, configure workflows, and make or receive calls.
• Supervisor - can make and receive calls, transfer calls, and view recordings and transcripts. Cannot manage channels or workflows.
• Outbound Agent - can make and receive calls, and transfer calls. Cannot manage channels or workflows.
• Agent - can receive inbound calls and transfer calls. Cannot make outbound calls or manage channels.

Frequently asked questions

Do agents need a desk phone or a separate app to use Voice as a channel?

No. Voice works directly in the browser. Agents just need a computer with a microphone, a supported browser (Chrome, Firefox, Safari, or Edge), and an internet connection.

Which countries can I purchase numbers in?

We currently support South Africa and the United Kingdom. Additional countries will be added over time.

Can I keep my existing business phone number?

Yes. You can port an existing number from your current provider to Cue. The process requires a Letter of Authorisation (LOA) and takes days to weeks depending on the country and carrier.

What happens when all agents are busy?

Callers are placed in a queue and hear hold music until an agent becomes available.

Inviting users to your workspace

Users are added to workspaces via email invitation. The invitee receives an email containing the workspace name and who invited them. Accepting the invitation adds them to the workspace. If they are not an existing Cue user, their account is created at the same time.

How to send an invitation

1. Open app.cuedesk.com
2. Navigate to Settings > Users
3. Click Invite users
4. Enter the email address(es) of the people you would like to invite. You can invite up to 50 users at a time.
5. Select the appropriate role(s)
6. Click Send invitation

The invited user will receive an email with a link to accept the invitation and set up their account.

Managing pending invitations

You can view and manage pending invitations from the Settings > Users page. From here, click the options menu (three dots) to:

- Resend an invitation if the original email was missed
- Revoke a pending invitation

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Assigning roles

When inviting a user, you will need to assign them a role based on their responsibilities within Cue. The available roles are:

- Agent: Can access the inbox and both assigned and unassigned tickets.
- Outbound Agent: Same as Agent, but can also start new one-on-one chat conversations with customers (only if no conversation with that customer is already open).
- Supervisor: Has full inbox access and can manage users.
- Broadcast Manager: Can manage broadcasts and templates.
- Flow Manager: Can manage Flows.
- Workspace Owner: Admin role with full access to the workspace, including all settings and configuration.

Deactivating a user

To deactivate a user:

1. Go to Settings > Users
2. Find the user you would like to deactivate
3. Click the options menu (three dots) next to their name
4. Select Deactivate

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Reactivating a user

If a deactivated user needs to regain access to a workspace, you can reactivate them by re-sending an invitation to join the workspace.

Exporting users

You can export a list of all workspace users as a CSV file.

1. Go to Settings > Users
2. Click the options menu (three dots) next to the Invite users button
3. Select Export users

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The exported file includes the following fields for each user:

• First name and last name
• Email address
• Assigned roles
• Team assignment
• Account created date
• Last active date

Searching for users

You can search for users by first name, last name, or email address using the search bar on the Users settings page.

Password management and security

When an invited user accepts their invitation, they create their own password during account setup.

Password requirements

All passwords must meet the following requirements:

- Minimum 8 characters
- At least one uppercase letter
- At least one lowercase letter
- At least one number
- At least one symbol

Forgot password

Users can reset their own password at any time by clicking Forgot Password on the Cue login screen. A verification code will be sent to their email address, which they can use to set a new password.

Single Sign-On (SSO)

If your workspace has SSO enabled, all users are required to log in through your identity provider. Username and password login will not be available for SSO-enabled workspaces.

Adding users to teams

Once a user has accepted their invitation, remember to add them to the relevant team. You can manage team membership from the team settings in the Conversations sidebar.

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This is useful when you need to proactively contact a customer — for example, to send a shipping update, follow up on a support query, or share a personalised promotion.

Before you begin

Before you can use single-send, make sure the following requirements are met:

Role requirements:

• Your user must have the Workspace Owner, Supervisor or Outbound Agent role to access single-send from the inbox

Template requirements:

• You must have at least one pre-approved WhatsApp template available, see How to Create a WhatsApp Template guide
• The template must be a Marketing or Utility category template -  Authentication templates are not supported for single-send
• The template must have "Make template available in conversations" enabled
• Templates with headers (text, image, video, or document) are supported
• Templates with buttons or footers are not supported for single-send

How to send a single message

1. Go to Conversations in the left-hand navigation
2. Click the Compose button at the top of the conversation list
3. Select WhatsApp from the channel options
4. The New Conversation modal will open
5. Complete the form fields (detailed below)
6. Review the message in the Preview panel on the right
7. Click Send to send the message and create the conversation

New Conversation form fields

Channel

Select the WhatsApp channel you want to send from. If your workspace has multiple WhatsApp numbers connected, choose the appropriate one.

WhatsApp Template

Select a pre-approved template for the initial message. Only templates that are approved, marked as available in conversations, and in the Marketing or Utility category will appear in this list.

Team

Optionally assign the conversation to a team. This determines which team the resulting conversation will be routed to.

Contact

Select an existing contact or enter a new phone number. If the contact does not already exist in your workspace, they will be created automatically when you send the message.

Variable fields

If the selected template contains variables, input fields will appear for each one (e.g., Variable 1, Variable 2, Variable 3). Fill in the personalised values for each variable - these will be inserted into the template message.

Media

If the selected template has a header that requires media (image, video, or document), a media upload field will appear. Upload or select the appropriate file to attach to the message header.

Preview panel

The right-hand side of the modal shows a live preview of the message as it will appear to the recipient. Variables are highlighted within the message body, and any header media is displayed at the top.

After sending

• A new conversation is created in your inbox with the sent template message
• The conversation is assigned to you (and optionally to the team you selected)
• Once the recipient replies, free-form messaging is enabled and you can continue the conversation without needing a template
• If the contact already has an existing open conversation, and you have the Workspace Owner or Supervisor role, you will be given the option to review that conversation or create a new one (which will close the existing conversation). This option is not available to users with the Outbound agent role

Frequently asked questions

Why can't I see the Compose button?

The Compose button is only visible to users with the Workspace Owner, Supervisor or Outbound Agent role.

Why are no templates showing in the dropdown?

This can happen if no templates meet the single-send requirements. Check that your templates are approved by Meta, have the "Available in Inbox" option enabled, are in the Marketing or Utility category, and do not include buttons or footers.

Can I send to a contact who doesn't exist yet?

Yes. If you enter a phone number for a contact that doesn't exist in your workspace, the contact will be created automatically when you send the message.

What happens if the contact already has an open conversation?

If you have the Workspace Owner or Supervisor role, you will be prompted to either review the existing conversation or create a new one. Creating a new conversation will close the existing one.

This guide will walk you through how to create and send a carousel template on Cue and submit it to Meta for approval.

What is a carousel template?

A carousel template is a WhatsApp-approved message format that consists of:

• A message body- the main text that appears above the carousel cards
• 2 to 10 swipeable cards - each with a media header, optional body text, and buttons
• Customers can swipe through the cards on their device to browse the content.

Prerequisites

• Your user must have the Workspace Owner/Broadcast Manager role.
• You must have a WhatsApp channel connected to your workspace.

Creating a carousel template

1. Sign into app.cuedesk.com
2. Click Tools in the left-hand side menu
3. Click Go to templates
4. Click Create Template
5. Select Marketing as the template category and select Carousel as the template type

Template details

• Name: Provide a name for your template.
• Category: Carousel templates are limited to the Marketing category only.
• Language: Select the language for your template (e.g., English).

Message body

Add the main body text that appears above your carousel cards.

• Maximum 1,024 characters
• Supports personalised variables — insert by pressing { or clicking the "Insert variable" button
• This body text is shared across all cards and appears once at the top of the message

Adding carousel cards

Click Add Card to start building your carousel. You must add between 2 and 10 cards.

Card header (required)

Each card must have a media header - either an image or a video.

Image specifications:
- Format: JPEG or PNG
- Recommended dimensions: 1125 × 600 pixels
- Maximum file size: 5 MB

Video specifications:
- Format: MP4
- Recommended resolution: 1280 × 720
- Maximum file size: 16 MB

Card body (optional)

Each card can include its own body text with variable support.

• Maximum 160 characters per card
• If any card in the carousel includes body text, then all cards must include body text to ensure consistent card heights

Card buttons

Each card can have up to 2 buttons. The available button types are:

- Quick Reply - a pre-defined response option
- Visit Website (URL) - a link button (supports 1 variable in the URL)
- Call Us (Phone Number) - a phone number button

Maximum 25 characters per button label.

Live preview

The right-hand panel shows a real-time preview of your carousel template as it will appear in WhatsApp, including:

- The main message body
- Swipeable card previews with media, body text, and buttons
- Navigation controls to cycle through cards

Submit for approval

Once you're happy with your carousel template, click Create to submit it to Meta for approval.

- The status will initially show as Preparing
- Meta typically approves templates in under 60 seconds, but it can take up to 24 hours
- Once approved, the status will change to Approved and you can use it in a broadcast

Card consistency rules

To ensure your carousel template is approved by Meta, keep these consistency rules in mind:

Sending a carousel template

Prerequisites

• Your carousel template must have an Approved status
• Your user must have the Workspace Owner or Broadcast Manager role

Sending a carousel broadcast

1. Sign into app.cuedesk.com
2. Click Broadcasts in the left-hand side menu
3. Click Create a broadcast

Broadcast details

• Name: Enter a name to identify your broadcast
• Template: Select your approved carousel template from the dropdown. The template category (e.g., "Marketing") will be displayed alongside the template name.

Recipients

Choose how to provide your recipient list:

• Upload: Click to upload or drag and drop a file containing your contacts. Accepted file formats are CSV, XLS, or XLSX. You can also click "Download .csv example" to see the expected file format.
• Contact list: Select from your existing contact lists in Cue.

Parameters

If your carousel template includes variables (e.g., a personalised greeting in the message body), the broadcast form will display input fields for each variable. Variables are applied in order - first to the main message body, then sequentially to each carousel card.

Card media

You can customise the media header for each card in the broadcast. Use the Change image/Change video option in the live preview panel to replace the default image/video on any card.

Channel

Select the WhatsApp channel you want to send the broadcast from.

Send time

• Now: Send the broadcast immediately
• Schedule: Choose a specific date and time to send the broadcast

Live preview

The right-hand panel displays a phone mockup showing how your carousel broadcast will appear in WhatsApp. Use the navigation arrows to cycle through the carousel cards and verify your content, media, and buttons before sending.

Once sent, the broadcast will appear in your broadcast listing where you can track its delivery metrics.

Before you begin

Make sure you have one of the following ready:

• Highly recommended: Certificate of Incorporation issued by Companies House (UK) or COR 14.3 (SA)
• Highly recommended: Business Registration or License Document
• Government issued Business Tax document (This could include a tax certificate. Self-filed tax documents are not accepted)
• Business Bank Statement

• You must also have access to the phone connected to the contact number on your company's Business Info - the same number that appears on your documentation. Meta will send a code to this number during the verification.
• Admin Access requirements - You will need full admin access to your Meta Business Portfolio to complete this process.
• You should have an active Facebook Page and active Website (with no geo-locking applied) - all in the same name as your Business.
• The company information must be completed on your Business Information within your Business Portfolio. All information must match exactly with your verification documents.
• Your must have 2 administrators on your account and all must have two-factor authentication enabled.
• Your legal Business Name must appear on your website - on the contact page or in the footer.

Step by Step Guide

Step 1: Access Meta Business Manager Settings

• Go to https://business.facebook.com/
• Navigate to Settings in the left-hand sidebar.
• Click on Business Info from the Settings menu.
• All information entered in Business Info must exactly match the information on the documents you upload for verification. Think carefully about which legal entity name you will verify before filling in this section.

Step 2: Review and Complete the Business Info (if not done)

• Legal Business Name - must match your official documents exactly.
• Business Address - must match the address on your documents.
• Business Phone Number - must be the number you have access to and can receive a confirmation code.
• Business Website - must be active and display your legal business name.

Step 3: Add People to Your Business Portfolio (if you give Cue permission to process the ESU on your behalf)

• Navigate to People within Settings.
• Cue must be added with Permanent Access and Full Access inorder to proces the Embedded Sign Up on your behalf.
• From here, ensure you have two administrators linked to your portfolio.

Step 4: Set Up Two-Factor Authentication & Check Eligibility

• Navigate to Security Centre in the Settings sidebar. From the Security Centre you can:
• Enable Two-factor authentication for your account.
• Add another administrator to your account.
• Check if your account shows Eligible for verification under the Business verification section.
• If the 'Start Verification' button is not active, it means your company page was recently created or is inactive. Check that your page is active and that you have at least two administrators added. You can also create a Facebook App and connect this to your Business Manager to activate the 'Start Verification' button.

Step 5: Start the Verification Process

• Once the admin setup above is complete, you can start the verification. You can do this from either Business Info or Security Centre.

1. Click 'Start Verification'.
2. A pop-up will appear explaining what is involved. Click 'Get Started'.
3. Select your country from the dropdown and click 'Next'.
4. Select your business type (Corporation, Sole proprietorship, Partnership, Private company, or Institution) and click 'Next'.
5. Indicate whether your business is officially registered, then click 'Next'.

Step 6: Add Business Details

• You will now be asked to fill in your business details. These must match the documentation you will submit.

1. Business Name - enter your organisation name exactly as it appears on your accepted documents.
2. Alternative Business Name (optional) - the trading name your business uses publicly. Click Next
3. Business Address — street address, town/city, county/region, postcode exactly as it appears on your accepted documents. Click Next
4. Contact Phone Number — this must be the same number included on your documentation, and you must be able to receive a confirmation code via this number. Click Next
5. Website - Paste the website URL. This must be the same website linked to your Business and stated in the Business Info on your Meta Business Portfolio.
6. Next you will be shown a list of matching business from public records - ALWAYS choose 'My Business isnt listed'. This ensures you go through the document upload path, which is the most reliable route for verification.

Step 7: Confirm Your Connection to the Business

After selecting 'My business isn't listed', Meta will ask you to confirm your connection to the business. You will be given several options:

• Email (RECOMMENDED) - Meta will send a confirmation code to your business email address. This MUST be the same domain as your Business Website.
• Phone call - Meta will call your registered number.
• Text message (SMS) - Meta will text your registered number.
• WhatsApp message - Meta will send a WhatsApp message to your registered number.
• Domain verification - Use your existing domain to verify.

Step 8: Upload Your Documents

You will be asked to upload documents to verify your legal business name. The accepted document types are:

• Business bank statement.
• Business registration or licence document.
• Business tax document.
• Certificate/Articles of incorporation.
• Accepted file formats: .jpg, .png, .pdf

Phone number verification: After uploading, Meta will ask whether your document includes your business phone number. If it does not, you will need to upload an additional document that includes your phone number (e.g. a utility bill).

Step 9: Confirm Your Phone Number

Once your documents are uploaded, Meta will send a confirmation code to your registered business number.

1. Click 'Send text' to receive the code.
2. Enter the confirmation code when prompted.
3. Click 'Next' to submit your application.

• The confirmation code is valid for 60 minutes. If you do not receive a code, click 'Resend code' or use the 'Troubleshoot phone issues' link on the screen.

Step 10: Submit & Track Your Application

Once confirmed, your application will be submitted. Meta will display a confirmation screen indicating that your information has been received.

Review timeline: Meta can take between 2 and 14 days to review your submission. You will be notified once the review is complete.

To check on your application status:

1. Log in to https://business.facebook.com/
2. Navigate to Settings → Security Centre.
3. Under Business verification, you will see the current status of your application (e.g. 'In review').

Troubleshooting & FAQ's

The 'Start Verification' button is greyed out or inactive - this usually means one of the following:

• Your Facebook Page was recently created or has no activity.
• You have no fewer than two administrators on the account.
• Two-factor authentication has not been enabled.
• To assist with initiating the button, create a Facebook App and connect this to your Business Manager (this does not need to be functional)
• Ensure all prerequisites in this guide are met, then refresh the page. If it is still not available, proceed with Embedded Sign Up to initiate the verification.

My business details don't match the documents:

• All information entered during verification must exactly match your official documents. Before starting, double-check your Legal Business Name, address, and phone number against the documents you plan to upload. Your verification will not pass Metas checks unless all information matches the official documents exactly.

My document was rejected:

• Documents may be rejected if:
• The legal business name on the document does not match what was entered.
• The document has expired.
• A self-filed tax document was submitted (these are not accepted).
• The file format was not .jpg, .png, or .pdf.

I need help with the verification process:

• If you have granted Cue Full Access to your Meta Business Portfolio, our team can assist you with the verification process. Please reach out to your Cue account manager for support.

To send emails from your custom domain through Cue, your domain needs to be verified. This involves adding three CNAME records to your domain's DNS settings. These records authenticate your emails (SPF and DKIM) so they appear as verified and come directly from your company address.

If you're not sure how to do this yourself, you can forward the email provided in the Cue setup wizard to your IT administrator.

After a domain passes DNS verification, teams can find verified email addresses for the contacts they need to reach instead of relying on guessed inboxes.

What You'll Need to Add

Cue will provide you with three CNAME records during setup:

Find Your Domain Registrar

Select your domain registrar below for instructions on how to add CNAME records:

Apple/iOS (Safari)

To install the Cue app on your iPhone or iPad:

1. Open Safari and navigate to app.cuedesk.com
2. Tap the Share icon (square with an upward arrow) at the bottom of the screen
3. Scroll down and tap "Add to Home Screen"
4. Enter a name for the app (or keep the default "Cue") and tap "Add"
5. The Cue app icon will now appear on your home screen

Android (Chrome)

To install the Cue app on your Android device:

1. Open Chrome and navigate to app.cuedesk.com
2. Tap the three-dot menu (⋮) in the top-right corner
3. Tap "Install App" or "Add to Home Screen"
4. Tap "Install" to confirm
5. The Cue app icon will now appear on your home screen

macOS (Safari)

To install the Cue app on your Mac using Safari:

1. Open Safari and navigate to app.cuedesk.com
2. Click the Share icon in the Safari toolbar (square with an upward arrow)
3. Click "Add to Dock" from the dropdown menu
4. Click "Add" to confirm
5. The Cue app will now appear in your Dock and can be launched like any other application

Google Chrome

To install the Cue app using Google Chrome:

1. Open Chrome and navigate to app.cuedesk.com
2. Click the three-dot menu (⋮) in the top-right corner
3. Select Cast, save, and share → Install page as app...
  - Alternatively, look for the Install icon in the address bar
4. Click "Install" to confirm
5. The Cue app will be installed and can be launched from your desktop, Start menu, or Applications folder

Microsoft Edge

To install the Cue app using Microsoft Edge:

1. Open Edge and navigate to app.cuedesk.com
2. Look for the App available icon in the address bar, or click the three-dot menu (⋯)
3. Select Apps → Install this site as an app
4. Click "Install" to confirm
5. The Cue app will be installed and appear in your Start menu or Applications folder

What's Next?

Once installed, tap or click the Cue app icon to launch it. You'll be taken to the login screen where you can sign in with your existing Cue account credentials.

Browser Notifications work alongside your existing email and sound notifications, giving you multiple ways to stay informed.

What you can do with browser notifications

- Receive instant alerts - Get notified immediately when new messages arrive or conversations are assigned to you
- Stay informed while away - Notifications appear even when your browser tab is minimised or in the background
- Navigate directly to conversations - Click a notification to jump straight to the relevant conversation
- Work on mobile - Receive notifications on your phone through your mobile browser
- Customise your experience - Choose which events trigger notifications

How browser notifications work

When will I receive notifications?

Cue only sends browser notifications when you are not actively present in the workspace. If you have Cue open and are actively using it, you won't receive push notifications - you'll see updates directly in the app instead.

When cue is in the background

When you're working in another application or browser tab, notifications appear as system alerts on your device. Click a notification to open Cue and navigate directly to the conversation.

When cue is in the foreground

When you're actively using Cue, you won't receive system notifications for the same events-you'll see them directly in the app instead. This prevents duplicate alerts.

Enabling browser notifications

You can enable Browser Notifications from Settings:
1. Select the Settings cog in the bottom-left corner
2. Navigate to the Notifications tab
3. Click Enable Browser Notifications
4. When your browser prompts you, click Allow to grant permission

Once enabled, you'll receive notifications for events you've subscribed to, even when Cue isn't your active browser tab.

If you previously denied permission

If you accidentally clicked "Block" when your browser asked for notification permission, you'll need to update your browser settings manually.

Chrome:
1. Click the lock icon in the address bar
2. Find "Notifications" and change it to "Allow"
3. Refresh the page

Firefox:
1. Click the lock icon in the address bar
2. Click "Connection secure" > "More Information"
3. Go to "Permissions" and allow Notifications
4. Refresh the page

Safari:
1. Go to Safari > Settings > Websites
2. Click "Notifications" in the sidebar
3. Find app.cuedesk.com and change to "Allow"
4. Refresh the page

Edge:
1. Click the lock icon in the address bar
2. Find "Notifications" and change it to "Allow"
3. Refresh the page

Mobile Browser Notifications

Browser Notifications also work on mobile devices.

Once added to your home screen, Cue will behave more like a native mobile app and deliver notifications reliably to your device.

Managing Your Notifications

Disabling Notifications

To stop receiving browser notifications:

1. Go to Settings > Notifications
2. Toggle off Browser Notifications

You can also revoke permission entirely through your browser settings, though this isn't recommended as you'll need to re-grant permission to re-enable them.

Troubleshooting

Notifications not appearing?

- Check that your browser has permission to show notifications
- Ensure "Do Not Disturb" is turned off on your device (macOS, iOS, Android, or Windows)
- Verify notifications are enabled in your operating system settings
- Make sure you haven't muted notifications for your browser

Notifications work on desktop but not mobile?

- Ensure you've added Cue to your home screen as a Web App (not just a browser bookmark). See our guide on Download the Cue App for step-by-step instructions.
- Check that your mobile browser supports push notifications (Chrome on Android, Safari on iOS 16.4+)
- Verify you haven't blocked notifications for the Cue Web App in your device's app notification settings

Not receiving notifications on your phone when your computer has Cue open?

- This is expected behaviour for the initial release. Cue detects if you're logged in on any device, and if the app is open on your computer, notifications won't be sent to your phone.
- To receive notifications on your phone, close the Cue browser tab on your computer.

Frequently Asked Questions

Do browser notifications work on all browsers?

Browser notifications are supported on most modern browsers including Chrome, Firefox, Safari, and Edge. Some older browsers may not support this feature.

Will I receive notifications when my laptop is closed?

No. Browser notifications require your browser to be running. When your laptop is closed or your browser is quit, notifications won't be delivered until you open the browser again.

Can I receive notifications on multiple devices?

Yes. You can enable browser notifications on as many devices as you like. Each device (desktop, laptop, phone) registers independently with our notification service.

However, notifications are only delivered when you're not actively using Cue on any device-so if the app is open on your computer, you won't receive notifications on your phone until you close the tab.

Why am I not receiving notifications on my phone when my computer has Cue open?

For the initial version of Browser Notifications, the system detects if you're logged into Cue on any device. If you have the app open on your computer, you're marked as "present," which blocks notifications from being sent to your other devices. To receive notifications on your phone while away from your computer, close the Cue browser tab on your computer.

Are browser notifications secure?

Yes. Notifications don't contain sensitive message content-they only include enough information to let you know something needs your attention. Click the notification to view full details in the app.

What's the difference between browser notifications and email notifications?

Browser notifications are instant and appear on your device immediately. Email notifications may have a slight delay and are better for catching up when you've been away. Many users enable both for comprehensive coverage.

Email is included in all plans and counts toward your Monthly Active Contacts (MACs), with no additional channel fees.

What You Can Do with Email

• Set up a branded email address - Configure your company email (e.g., support@yourcompany.com) to work with Cue
• Receive customer emails - Messages arrive in your unified inbox alongside other channels
• View and reply in the unified inbox - Email threads appear like any other conversation
• Connect to AI Agents - Let AI handle routine enquiries automatically
• Build automation flows - Create auto-replies, routing rules, and ticket creation
• Send outbound emails - Start new conversations or follow up with contacts directly from your inbox

Adding the Email Channel

You can add Email to your workspace in just a few clicks:

1. Click the Channels icon in the sidebar
2. Select the Marketplace tab
3. Click Add Channel on the Email card
4. Give your channel a name
5. Set up forwarding from your branded company email address to the unique email address Cue provides

Sending from Your Own Domain

To send outbound emails from your company address (e.g., support@yourcompany.com) rather than a generic Cue address, you'll need to verify your domain by adding DNS records provided during setup. This ensures your emails are delivered reliably and appear professional to recipients.

Attachment and Recipient Limits

When sending emails through Cue, keep these limits in mind:

- Total attachment size: 30 MB cumulative across all attachments per email
- Video file size: 16 MB maximum per video file
- Recipients: Maximum of 50 recipients across the To and CC fields combined

For larger files, we recommend uploading to an external service (such as Google Drive or Dropbox) and sharing the link in your email.

Managing Email in Your Inbox

Email conversations appear in your inbox just like WhatsApp, Web Chat, or Messenger conversations. Your team can:

- Reply to customers directly from the conversation view
- Assign conversations to team members
- Tag conversations for organisation and reporting
- Collaborate with internal notes visible only to your team

Full email threading is supported, so you can see the complete conversation history. Attachments and CC recipients are available within the conversation view.

Connecting Email to AI Agents

Your AI Agent can handle routine email enquiries just like it does on WhatsApp and Web Chat. This helps you:

• Cut through inbox backlogs - AI responds to common questions instantly
• Reduce manual triage - Repetitive work is handled automatically
• Improve response times - Customers get answers without waiting for a human
• Provide 24/7 support - AI Agents work around the clock
• Handle frustrated customers with patience - AI maintains a calm, helpful tone

To connect your AI Agent to email, ensure your Email channel is linked to a flow that includes AI Agent handoff, or configure the channel to route directly to your AI Agent. See our AI Agent setup guide for detailed instructions.

Building Email Automation Flows

When you create an email channel, Cue automatically generates and attaches a default flow with an auto-responder message and ticket creation. You can customise this flow or build new ones using Cue's visual flow builder:

• Auto-replies and acknowledgements - Let customers know their message was received
• Automatic ticket creation - Create tickets in your system when emails arrive
• Conditional routing - Route emails based on subject, sender, or content to the right team using properties, see our Properties in Flows guide for more guidance.
• Integration with external systems - Use HTTP request steps to connect with tools like Mailchimp, Salesforce, Campaign Monitor, or your CRM

See our Flows documentation for detailed guidance on building automation flows.

Sending Outbound Emails

You can send outbound emails directly from Cue:

1. Click the Compose icon in the inbox
2. Select Email as the channel
3. Fill in the recipient, subject, and message
4. Click Send

Use outbound emails to start new conversations with contacts or follow up after resolving an enquiry.

Integrating with Your Tools

Connect your email flows to popular marketing and CRM tools to build powerful automated journeys:

- Mailchimp - Push email content and sync contact lists
- Campaign Monitor - Trigger email campaigns based on conversation events
- Salesforce - Update CRM records and trigger personalised follow-ups
- HubSpot - Sync contacts and track customer interactions

Use HTTP request steps in your flows to send email events to your marketing platform, automatically update contact lists, and keep customer details synchronised between systems. You can also use webhooks for real-time data piping.

Spam Protection

Inbound emails are automatically scored for spam. If the first message in a conversation has a high spam score, it will be quarantined rather than appearing in your inbox.

To review quarantined messages:

1. Use the search filter in your inbox to find quarantined items
2. Click on a quarantined message to see why it was flagged
3. Mark the sender as safe to move the message to your inbox, or mark as unsafe to keep it quarantined

If a message mid-conversation is flagged as spam, the conversation stays in your inbox but is marked for your awareness.

Adding Multiple Email Addresses

You can add as many email channels as you need-one per department, location, or use case. Each channel can be routed to different flows and teams.

For example, you might have:

- support@yourcompany.com – Routed to your customer service team
- sales@yourcompany.com – Routed to your sales team with lead qualification flows
- bookings@yourcompany.com – Routed to automated scheduling flows

Frequently Asked Questions

Can I set it up myself?

Yes, it's fully self-service. Add the Email channel from the Channels section under the Marketplace tab in minutes.

Can I send from my own domain?

Yes. Cue provides a unique receiving address-simply forward your company email to it. To send from your own domain, verify it by adding the DNS records provided during setup.

Does email work with AI Agents?

Absolutely. Connect your AI Agent to handle routine email enquiries, create tickets, and route conversations-just like it does on WhatsApp and Web Chat.

Is email included in my plan?

Yes. Email is included in all plans and counts toward your Monthly Active Contacts (MACs), with no additional channel fees.

Can I send bulk marketing emails?

Bulk email and marketing broadcasts are on our roadmap for 2026. For now, email is focused on customer service conversations and individual outbound messages.