The Give Treatment flow is one of the flows in Automation that provides wait treatment for customers if there are no available agents in the contact center. While waiting in a queue, customers can see the text messages or listen to voice messages that you configure. The typical wait treatment flow contains one or several announcements that you can manage in Automation.

To create a Give Treatment flow, you must define the basic parameters of the flow, such as name, languages, and channels, and add announcements. For each announcement that you create, add text or audio that is available to the customers.