Managing outgoing greetings Follow

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Zendesk Talk provides the following default greetings:
  • Wait: Music that plays when the caller is waiting to be connected
  • Available agents: Informs the caller that an available agent will be with them soon
  • Hold: Music that plays when the caller is on hold
  • Voicemail: Prompts the caller to leave a voicemail
  • Callback (Talk Advanced): Prompts the caller to select a callback option (if callback is enabled). For details, see Allowing customers to request a callback.
  • Callback confirmation (Talk Advanced): Confirms the caller's callback request (if callback is enabled). For details, see Allowing customers to request a callback.

You can either use the default greetings or create your own custom greetings. If you have multiple phone numbers, you can apply different greetings of each type to each number. This enables you to offer a branded or localized experience for each phone number.

If you use Talk Advanced, you can also create IVR greetings. For details, see Routing incoming calls with IVR.

This article contains the following sections:

Creating a custom greeting

If you prefer to use your own custom greetings, you can record new messages using a telephone or you can upload an existing audio file. Both WAV and MP3 files are supported with a maximum file size of 10 MB. For Wait greetings, we recommend a length of about 10-15 seconds.

To create a custom greeting
  1. Click the Admin icon () in the sidebar, then select Channels > Talk.
  2. Select the Greetings tab.
  3. Click Add greeting in the upper-right corner.
  4. Enter a name for your greeting and select the greeting type.

  5. On the Greeting settings page, click Record to create your custom greeting.
  6. Click Record using a phone or Upload an audio file.
    • If you selected to use a phone, enter or confirm your telephone number, then click Call and record. You'll receive a call at this number prompting you to record and save your new greeting.
    • If you selected to upload a prerecorded audio file, you'll be prompted to select and upload a file. Both WAV and MP3 files are supported. The maximum file size is 10 MB.

Assigning greetings to numbers

For each number, you can set a Wait greeting, Available agents greeting, Hold greeting, and Voicemail greeting.

To assign greetings to numbers

  1. Click the Admin icon () in the sidebar, then select Channels > Talk.
  2. Select the Numbers tab.
  3. Next to the number you want to add a greeting for, click the menu icon, then select Edit.
  4. For Talk Lite and Basic:In the Greetings tab, select a greeting next to each of the following fields:
    • Wait greeting
    • Available agents greeting
    • Hold greeting
    • Voicemail greeting

    For Talk Advanced: Find greeting selection options under the Settings, Voicemail, and Callback tabs.

  5. Click Save changes.
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  • 0

    We are just setting up Voice for our customer service team and I'm not sure how the call flows work. When agents aren't available what happens? Is there a message for that?

    Our current phone system has an out of hours message that directs the call to our voicemail.

    Just unclear how to script the messages when I cant see anything that shows how the calls are routed.


  • 0

    Hi Intis, thanks for your comment! In Zendesk Voice, If no agents are available, the call is routed to voicemail, just as in your current system. Hope that help!

  • 0

    So no intro message to say agents are unavailable? As in, you call and just get played the voicemail message right away?

  • 1


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