Hey @larissa and to all those who voted on this feature request, I wanted to provide further information on this update and why it has been implemented.
When we first built the call queue in HubSpot CRM, the goal was simple: create a tool that helped sales reps work more efficiently and in a more focused way. Over time, we’ve received great feedback on the tool (both on this forum and other channels), and reviews have been mixed on how well it lives up to that goal.
It helps a sales team call leads faster, sure. But it lacks the flexibility to truly make a sales team more productive. Calling quicker is great, but what about emails and other to-dos? What if you want to set up multiple queues for different types of follow-up? What if you’re following up on a specific deal --- how does the call queue help you to track that down?
With that feedback as our north star, we launched a brand new productivity tool in HubSpot CRM called task queues. If you haven’t checked out task queues, here’s the gist: think of a task queue like a playlist for your tasks. Simply create a task queue for a certain category of to-dos - it could be based on time zone, territory, priority, or anything else you choose. Add tasks to the queue. Press play. Run through your tasks. That’s it. In short, task queues is the future of getting things done in HubSpot CRM.
With that in mind, on July 10th 2017, the call queue feature will be removed from the CRM. Further details to the above can be found here on the Product Updates Blog.
I will of ocurse. continue to pass on feedback to the Product Team from this thread.