Managing outgoing greetings

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  • Intis Kalnins

    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.


  • Ryan Nichols

    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!

  • Intis Kalnins

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

  • Michael

    Are call options available?

    So for example can we do the following?

    Press 1 during business hours, get placed in queue to reach agent
    Press 1 outside business hours, get alternate out of hours recorded message
    Press 2 at any time, hear repeating message (1) until caller disconnect
    Press 3 at any time, hear repeating message (2) until caller disconnect
    Press 4 at any time, hear repeating message (3) until caller disconnect

    In the case option 1 the caller reaches an agent over the phone (if within business hours/agent available/logged in), in the case of options 2, 3 and 4 the caller doesn't reach an agent, but gets a repeating message that details how to reach our Knowledge Base and submit a support ticket online.

  • Nicole - Community Manager

    Intis and Michael, 

    The article configuring voicemail options may have some helpful info for you.

    If you're on the Professional or Enterprise plan, you can route incoming calls via IVR. This will allow you to create a menu with options callers can choose through keypresses. You can build a simple phone tree with one level or, if you have a complex support team structure, layer multiple menu levels together.

    Check those out and let us know if that helps or if you have additional questions. 

  • Kate Hope


    I want to change our available agents greeting for a custom message. I have recorded and saved this and it shows as the set greeting but when I call to check I am still played the default greeting?

  • Jessie - Community Manager

    Hi Kate! 

    Can you give us more detail about exactly how you have everything set up? 

  • Stefan Gass

    It would be great to have the option to upload different greetings for holidays which are set up in the schedule than the standard "Outside schedule" Voicemail.

    Currently the only way is to upload the desired greeting before the holiday and re-upload the standard greeting afterwards again.

    This can be very tiring and is error prone if you have multiple schedules and country/language lines.

    \Edit: I have created a product feedback regarding that - feel free to upvote! 

  • Nicole - Community Manager

    Hey Stefan - 

    Thanks for that feedback! I encourage you to post it in the Product Feedback topic, which the Product Managers read through on a regular basis. 

  • Richard Clifton

    Is it possible to have no greeting on a number so that it goes straight to ringing?

  • Jessie - Community Manager

    Hi Richard!

    Just to clarify, do you mean that you want to bypass the IVR completely and just have the call ring to the first available agent, as if it were a regular phone?

  • Richard Clifton

    Jessie - Yes. For one of the phone numbers, I'd like it to bypass the IVR and ring the agent it is assigned to.

  • Nick

    Hi there Richard,

    If you are wanting calls to this number to be queued immediately, without hearing any greetings, you would navigate to Admin (gear icon)> Channels> Talk> click the 'Numbers' tab> choose the number you want to modify. Here you will switch both Available agents greeting (voicemail on) and Available agents greeting (voicemail off) to 'None'.

    With these settings disabled, the end-user will be queued and presented with the audio file uploaded for the 'Wait' music/greeting. If no agents are marked as online, they'll be immediately sent to your voicemail if enabled. I hope this gets you in the right direction!

  • Mie Dohn

    Is it possible to somehow give teamleaders access to change the greetings? 

  • PJ Sto. Domingo

    Hello Mie!

    The Team Leader custom role has greater access than agents, but it currently does not include the ability to modify settings in your Zendesk Talk. Changing the greetings is still limited to the Admins of your account. 

    Please let us know if you have any additional questions.

  • Sergio Frias

    Hola, como puedo cambiar el saludo inicial de mi talk , ya que cuando intento modificarlo solo me da las opciones de los mensajes predeterminados y no me permite subir un archivo de voz 


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