Phone brings calls into Cue’s connected customer service platform, alongside email, messaging and web chat. The platform is designed to work alongside existing contact-centre technology.
LONDON and CAPE TOWN, 20 October 2026. Cue, the AI customer service platform used by over 500 businesses globally, today launched Cue Phone. Teams can now make and receive calls in Cue alongside WhatsApp, Email, Web Chat and Facebook Messenger. Cue Phone extends the connected service layer into calls and is designed to work alongside existing contact-centre technology.
Calls are still the odd one out
Customers don’t stay in one channel. They may start with a WhatsApp message, follow up by email, or call when an issue becomes urgent or hard to explain in writing. But in most businesses calls sit apart, in its own system and often with its own provider. When each channel lives somewhere different, call centre agents have to piece together what has already happened, and customers repeat information they’ve already given. Calls that come in out of hours, or reach the wrong team, are easily lost.
“Customer service has become a patchwork: calls in one system, messages in another, each with its own provider, contract and workflow. Phone brings calls into Cue alongside digital channels, giving teams one more part of customer service to manage in one place and helping businesses reduce the cost and complexity of fragmented tools. Cue adds a connected service layer alongside the contact-centre technology businesses already rely on.”
Calls and digital service, connected
Cue Phone brings inbound and outbound calls into Cue’s platform alongside digital customer service channels. Businesses can:
get numbers through Cue, or bring an existing number across
greet callers and route calls to the right team or queue using keypad menus
set business hours and decide what happens to calls out of hours
answer, hold and transfer calls, including warm transfers where an agent briefs a colleague before handing over
make outbound calls to new and existing contacts
“Cue is already our only platform for email tickets and WhatsApp, so adding phone was a no-brainer. Being able to jump straight from a WhatsApp conversation to a call within Cue has been a game changer for handling escalations. With no per-seat charges, our merchant support and sales teams have also started using Cue for outbound calls, all from a single Happy Pay number. It means we can bring more teams and customer conversations into one platform, without extra seat costs.”
“Adding phone as a channel only matters if it helps businesses run customer service more effectively. Using our platform, teams can route, answer, hold and transfer calls, alongside running their digital customer service. It gives businesses a consolidated and connected layer for managing customer interactions that works with the contact-centre technology they already use.”
What comes next
Calls in Cue are answered by people. On digital channels, Cue’s current AI Agents draw on its knowledge base to answer customer questions and hand over to a human team when needed. Following Cue’s $5 million funding round, co-led by Knife Capital and FAM Investments announced back in July 2026, Cue is developing the next generation of its AI Agents, which are being designed to take actions across connected business systems, such as qualifying leads, checking order status and booking appointments. Cue expects to introduce the first of these capabilities in early 2027.
“We backed Cue because we saw an opportunity to make customer service simpler for growing businesses. Phone is a practical step towards that, bringing calls and messages together. The $5 million investment supports Cue’s next phase of growth and the opportunity to build long-term value by meeting that need.”
Availability
Phone in Cue is available from 20 October 2026 across all plans. Pricing and plan details: https://www.cuedesk.com/pricing.
About Cue
Cue is an AI customer service platform that brings WhatsApp, Phone, Email, Web Chat and Facebook Messenger together with AI Agents, Flows, teams and connected business systems. Founded in 2015, with offices in London and Cape Town, Cue works with more than 500 companies across sectors including automotive, retail, insurance, financial services and education. Cue helps growing businesses run customer service as one operation, deliver better service and stay in control as conversation volume grows. Learn more at www.cuedesk.com.
