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Overview

Call hold allows you to temporarily pause conversations with external callers while you consult with team members, look up information, or handle other tasks. Quo, formerly OpenPhone automatically plays hold music to keep callers engaged during the pause. Note that Hold is available on all Quo plans.

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How to use call hold

  • Web/Desktop
  • Mobile

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Individual caller hold

  1. During an active call, click the Hold button ⏸️
  2. The caller hears hold music while you’re away
  3. Click the Hold button again to resume
Individual call hold interface on desktop

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Group call hold

For calls with multiple external participants:
  1. Click the put call on hold button at the bottom of the call controls
  2. All external callers are placed on hold simultaneously
  3. Click put call on hold again to resume with all participants
Group call hold controls on desktop

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Important limitations

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Who can be placed on hold

  • ✅ External callers: Any number outside your Quo workspace
  • ❌ Team members: Internal workspace calls cannot be placed on hold

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Call waiting interaction

When you have a caller on hold and receive another call:
  • Answering the new call: Automatically disconnects the held call
  • No true call waiting: Quo doesn’t support traditional call waiting
  • iOS call waiting: Limited call waiting available on iOS for direct numbers only
Answering a new call while someone is on hold will disconnect the held caller. Plan accordingly.
Currently, Quo offers one hold music option and doesn’t yet support custom music.

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Troubleshooting

Hold only works with external callers. Calls between Quo workspace members cannot be placed on hold.
This happens when you answer another incoming call. Quo doesn’t support true call waiting, so new calls disconnect held calls.
Ensure you’re on a call with an external number. The hold feature doesn’t work for internal team calls or certain call types.
Currently, Quo provides one standard hold music option. Custom hold music isn’t available, but you can minimize hold times for better experience.
Call waiting is currently only available on iOS for direct (non-shared) phone numbers. It’s not available on other platforms or shared numbers.
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