A self-service flow for a Give Treatment task in Orchestration 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 pre-configured. 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 a name, languages, channels, and add announcements. For each announcement you create, add a text or audio that is available to the customers.