Travel · Community report
Wait on hold with customer service
Three people on X say Muse can wait on hold and bring them in once a human answers, including a 31-minute Delta hold and a 1.5-hour wait, while two others hit friction with a chat queue or a call feature not active on their account. None shows how the call itself ended.
What you can get
What it is
Held call and hand-off
A representative on the line and you connected to them, with the hold time spent by the agent rather than by you.
It came back right when
- The number called is the company's own, taken from its site.
- You were connected to a person, not left in a queue or a voicemail.
- Nothing about the booking or account was agreed before you joined.
- You have a name or reference number for the call.
The checks are editorial, not from the source.
- Prepare the callStops for your approval
Number from the company's site, menu path, reason and reference.
- Hold in the queue
The agent waits; nothing about the account is discussed.
- Hand offStops for your approval
You are called and joined when a representative answers.
- Decide on the callStops for your approval
You handle the conversation and any change, fee or credit.
Editorial, not from the source
Works when
- You know which company and which team you need, and the wait is the only obstacle.
- You can pick up quickly when the call comes.
- You want to handle the conversation yourself, just not the queue.
Does not work when
- You want the issue resolved without speaking to anyone.
- You cannot answer your phone during the hours the hold is likely to end.
- The change can be made online in a few minutes, so holding is the slow route.
Wait on hold with customer service: review template
| Item | What it is based on | Status |
|---|---|---|
| [Number and menu path] | [The company's own site] | [Confirmed by you] |
| [Hand-off] | [Callback to your number when a person answered] | [Connected or dropped] |
| [Outcome of the call] | [Representative's words and reference number] | [Decided by you] |
The source case
On X, @mvanhorn reports having Muse call Southwest Air, wait on hold, and then call them once a representative was there, and says a real person was waiting when they joined. The post credits @spolen23 with the tip that this could be done. It gives no hold time, no reason for the call, and nothing about what happened once the representative was on the line. Checked on 2026-09-24, this is an individual report, not evidence that a given company's phone line will accept the call or how long the wait will be. Two further X posts add friction: @JoshExile82 describes teaching Muse to watch a customer service chat, not a phone queue, because it expected to be alerted when the representative replied and slow activity can make representatives think the customer has disconnected, and @gophillionaire says the call feature was not active on their account. Neither says how the matter itself turned out; both were checked on 2026-09-24 and are individual reports. Two further X posts report hold-and-callback results: @AllenR_Smith says Muse called Delta, held 31 minutes, and patched them in the moment a human picked up, with a $1,513 refund submitted, and @trevin says it waited on hold for 1.5 hours and escalated to them once a representative came on, after what they call an unspecified hiccup earlier in the attempt. Neither post says how the refund or the hand-off was confirmed. Checked on 2026-10-09; both are individual reports. @theaaron says Muse navigated the phone tree and handled a 22-minute hold on a call to Banner Health; this does not show the reason for the call or whether it reached a person or got resolved. @xenappblog says Muse called Capital One, asked to speak to a real person, gave their callback number and brought them in when needed; this does not show the hold time, the reason for the call or how the matter was resolved.
A public report by someone outside this library. Not independently reproduced here.
From the source
Source excerpt
I just had Muse call Southwest Air, wait on hold for me then it called me once a representative was there. It worked! There was real human waiting for me. Grail I’ve been dying for unlocked. Shout out to @spolen23 who told me this could be done.
Source excerpt
The hand holding was mostly just trying to teach it how to watch the chat since some customer service agents see slow activity & think I’ve disconnected the chat. ... Muse also was expecting the chat to alert it when they replied which wasn’t the case.
Source excerpt
Haven’t really used it much because the call feature isn’t active on my account.
Source excerpt
My AI assistant @Muse called Delta, sat on hold 31 minutes, then patched me in the second a human picked up — $1,513 refund submitted.
Source excerpt
My @muse saved the day (despite a hiccup along the way). It waited on hold for 1.5 hours, human came on, it escalated to me perfectly this time 🎉
Source excerpt
the last time i made a call to Banner Health, i had @Muse navigate the phone tree and handle being on hold for 22 min
Source excerpt
Just had @Muse call Capital One, and it demanded to speak to a real person, and it added my call back number and brought me in when needed
Quoted from the original posts. Not written by this guide, and not a result produced here.
Suggested prompt
Bring Company and the number to call, What the call is about, Booking or account reference, if any, Your callback number and when you can answer. Acts Places the call and works through the phone menu. Waits on hold and calls you when a representative answers. Does not discuss or change your booking or account before you join. Source community report, checked 2026-10-21.
Written by this guide as a starting point, not quoted from the source. Your edits stay in this browser.
Other ways to ask
Editorial rewrites of the brief above, for a different emphasis. Copy them separately.
What you need
Editorial, not from the source
You supply
- Company and the number to call
- What the call is about
- Booking or account reference, if any
- Your callback number and when you can answer
Connected
- A phone line the agent can place calls from
- Your phone, to take the hand-off
Approved by you
- Your approval of anything said about the account before you join
- No authority to change a booking or accept charges
- No sharing of payment details
How to try it
Editorial, not from the source
- Take the number from the company's own site, and note the menu options that lead to the team you need.
- Write down what the call is about in a sentence or two, with any booking, confirmation or account number you will be asked for.
- Give the number to call you back on and the hours you can pick up.
- Say plainly that the agent should hold and hand over, not discuss the account or agree to changes before you join.
- Once you are on, handle the conversation yourself and note the representative's name or a reference number before it ends.
Set up the call before it starts
The agent can only hold in the right queue if it dials the right number and picks the right options. Take the number from the company's own site rather than a search result, because lookalike numbers for airlines are common. Note which menu choices lead to the team you need, since a call routed to general sales will be answered and then transferred into a second queue. Write down in a sentence or two what the call is about, with the confirmation or booking number to hand, so you are ready the moment you join. Then give the number you want to be called back on and the hours you can actually answer. A callback that arrives while you are driving or in a meeting can undo an hour of holding.
The hand-off is the point
In the report this page is built on, Muse called Southwest Air, sat through the hold, and then called the account holder once a representative was there. That is the useful shape of the task: the agent spends the waiting time, and you spend the talking time. It is also where things can go wrong. The representative may answer and wait only briefly, so be ready to pick up quickly, and ask for the agent to say you are joining. Some companies will not deal with an automated caller at all, and a dropped line usually means starting from the back of the queue. The post does not describe any of that, so plan for it rather than assume the call will go as smoothly.
Once you are on, it is your call
The agent's job ends when you are connected. Anything that touches the booking or the account, such as a change fee, a credit, a refund or a new itinerary, is yours to hear and decide. Keep the agent from discussing those before you join, and keep payment details out of anything it says. The report does not say what the call was about or how it ended, only that a real person was waiting, which the author treats as the win. Before you hang up, ask for the representative's name or a reference number, and write down what was agreed in their words. That record is what you will need if the change does not show up on the booking later.
Open Muse to try it. That is the product's own site; this guide is not part of it.
Limits and confirmation points
Limits to confirm
- One attributed report. It does not show how long the hold was, what the call was about, or how the conversation went.
- The report describes a hand-off: the agent held, then called the account holder. Expect to take the call yourself rather than have the matter settled for you.
- Phone menus, callback options and queues differ by company and change. A call can drop, reach the wrong team, or be refused as an automated caller.
- Nothing here authorizes changing a booking, accepting a fee, credit or refund, or giving out account or payment details on your behalf.
- Calling may not be available on every account. One user reports that the call feature was not active on theirs, which rules this task out until it is.
Stop and check
Editorial, not from the source
- Before it dials: confirm the number, the menu path and what the call is about.
- When a person answers: you join before anything about the account is discussed.
- Before the call ends: you decide on any change, fee or credit that is offered.
If it goes wrong
Editorial, not from the source
- The call drops while on hold
- Ask for a retry and a note of how long it held before dropping. If the company offers its own callback option, that is a fallback worth knowing about.
- The representative answers before you can pick up
- Have the agent say you are joining and ask them to hold briefly. If the line is lost, the next attempt starts from the back of the queue.
- The menu leads to the wrong team
- Give the exact menu options that reach the right department in the prompt. Once you are on, asking for a transfer is your call.
- In a support chat, the representative thinks you have left
- Tell it to check the chat window regularly rather than wait for a notification, and to acknowledge each reply briefly. One report describes both problems in a customer service chat.
Common questions
Can Muse wait on hold for me?
One user reports that it called Southwest Air, held, and then called them once a representative was there, and that a real person was waiting. This is an individual report and this directory has not reproduced it.
Will it talk to the representative for me?
Not in the report quoted here. The agent held and then handed the call over. Plan to handle the conversation yourself, and keep account decisions out of anything said before you join.
How long can it hold?
Unknown. The post does not give a hold time. Queues vary by company and time of day, and a call can drop partway through.
What do I need to give it?
The company's number from its own site, the menu path to the right team, a short note of what the call is about, any booking reference, and the number and hours to reach you.
Does it work for companies other than airlines?
The report describes one airline call. Other phone lines may work the same way, or may refuse an automated caller. This directory has not tested any.
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