This article explains how Smart Queue, Fishing Mode, and AI Call Rescue behave together in inboxes in Aloware. It follows the full call flow from the moment a call enters the Inbox until it is answered by an agent or handled by AI Call Rescue.
In this setup, Smart Queue manages how long incoming calls remain in the queue through the configured Max Hold Time, Fishing Mode allows busy agents to receive notifications for queued calls while they are already on another conversation, and AI Call Rescue acts as the final fallback if no agent answers before the Max Hold Time expires.
Step 1: A call enters the Inbox
When a new call comes into an Inbox, Aloware checks agent availability.
If no agent is available or if the only available agent is already on an active call, Smart Queue immediately places the incoming call into a waiting state inside the Inbox instead of routing it directly to an agent.
Once the call enters Smart Queue, the system starts tracking the Inbox Max Hold Time, which defines how long the call will remain in the queue before moving to the next stage of handling.
Step 2: The call waits in Smart Queue
While the call is held in Smart Queue, it stays active inside the Inbox and is monitored by the routing system until Max Hold Time is reached.
During this waiting period, Fishing Mode may surface the queued call to agents who are currently on an active call. The agent will see an incoming call notification on their dialer even while they are busy.
This notification is linked directly to the call in Smart Queue, meaning it does not create a new call event and does not remove or reset the queue timer.
Step 3: Agent response during Smart Queue
While the call is still within the Smart Queue and inside the Max Hold Time window, the agent may choose to answer the Fishing Mode notification if they are able to switch calls.
If the agent answers, the system immediately connects the call and removes it from Smart Queue, ending the queue process.
If the agent does not answer, the call continues waiting in Smart Queue until the Max Hold Time expires.
Step 4: Smart Queue expiration
When Max Hold Time is reached and no agent has answered the call, Smart Queue ends the waiting state and releases the call from the queue.
At this point, the call is no longer waiting for agent availability and moves to the next configured handling step in the Inbox flow.
Step 5: AI Call Rescue handling
Since AI Call Rescue is enabled, it becomes the next step after the call exits Smart Queue.
The AI call rescue system answers the call only after the full Max Hold Time has completed and only when no agent has accepted the call during the queue period. It does not interrupt Smart Queue and does not take over the call before the timer ends.
If AI Call Rescue were disabled, the call would follow the Inbox’s alternative fallback routing instead.
End-to-end flow summary
With Smart Queue, Fishing Mode, and AI Call Rescue all enabled, a call follows a single controlled flow.
It enters Smart Queue when no agent is available, remains there for the full Max Hold Time, and may be surfaced to busy agents through Fishing Mode as a notification.
If no agent answers before the timer ends, AI Call Rescue handles the call as the final step.
Key behavior to understand
The Inbox call flow is fully controlled by Smart Queue and its Max Hold Time. Fishing Mode only provides visibility to busy agents without affecting queue timing.
AI Call Rescue only activates after Smart Queue completes its full waiting period and serves as the final fallback when no agent has answered.