- Voicemail: Prompts the caller to leave a voicemail or to call back later if no agents are available
- Available agents: Informs the caller that an available agent will be with them soon and gives the option to press "1" to leave a voicemail
- Wait: Music that plays when the caller is waiting to be connected
- Hold: Music that plays when the caller is on hold
- IVR (Talk Professional or Enterprise): Create Interactive Voice Response (IVR) greetings. For details, see Routing incoming calls with IVR.
- Callback (Talk Professional and Enterprise): Prompts the caller to select a callback option (if callback is enabled). For details, see Allowing customers to request a callback.
- Callback confirmation (Talk Professional and Enterprise): 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 (available in English or Japanese) or create your own custom greetings. You can create as many greetings as you want, and associate different greetings with each of your Talk phone numbers. This enables you to offer a branded or localized experience for each phone number.
Creating a custom greeting and assigning it to numbers
- Click the Admin icon (
) in the sidebar, then select Channels > Talk.
- Select the Greetings tab.
A list of your greetings in each category are displayed. You can show only the category you want by using the drop-down filter.
- Click Add greeting in the upper-right corner.
- On the add greeting page, enter a name for your greeting and select the greeting type.
- For the recording that will be played, you can either upload an audio file, or record a message directly. Choose one of:
Upload greeting Select and upload an MP3 or WAV audio file. The maximum file size is 10 MB. After you upload the audio file a play button appears that you can use to preview how your greeting will sound. Audio files that contain album art are not supported. Record greeting Immediately begins to record audio from the device's active audio input device. Press stop once you finish talking. A play button appears that you can use to preview how your greeting will sound. Delete greeting This icon appears when you have uploaded an audio file, or recorded a greeting. The current greeting audio is deleted. - From the list of Associated numbers, toggle on the numbers you'd like to associate with your new greeting.
Tip: You can also type part of a number, or name in the search box to find the numbers you want.
- When you are finished, click Save.
Your new greeting is displayed on the Greetings tab of the Talk settings page.
Assigning greetings to numbers
An alternative way you can associate numbers with greetings is from the Lines tab of the Talk settings page. For each number, you can set a wait greeting, available agents greeting, hold greeting, voicemail greeting, and callback greeting.
To assign greetings to numbers individually
- Click the Admin icon (
) in the sidebar, then select Channels > Talk.
- Select the Lines tab.
- Next to the number you want to add a greeting for, click the menu icon (
), then choose Edit.
- In the Settings tab, select an option from the drop-down list for the following fields:
- Wait greeting
- Available agents greeting (voicemail on)
- Available agents greeting (voicemail off)
- Hold greeting
- In the Voicemail tab, select a voicemail greeting.
- Talk Professional and Enterprise: In the Callback tab, choose a Callback greeting and Callback confirmation greeting.
- Click Save changes.
24 Comments
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.
Thanks.
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!
So no intro message to say agents are unavailable? As in, you call and just get played the voicemail message right away?
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.
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.
Hi
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?
Hi Kate!
Can you give us more detail about exactly how you have everything set up?
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!
https://support.zendesk.com/hc/en-us/community/posts/360001085988
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.
Is it possible to have no greeting on a number so that it goes straight to ringing?
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?
Jessie - Yes. For one of the phone numbers, I'd like it to bypass the IVR and ring the agent it is assigned to.
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!
Is it possible to somehow give teamleaders access to change the greetings?
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.
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
Is there a way to assign different greetings based on business hours? At this time it seems we can only have either available agent or voicemail so our voicemail message has to be "all agents are busy or it's after hours" and it would be really nice to separate the two.
Why did you remove the phone call option for recordings? My talk is routed through to an office phone, not via browser, so how am I supposed to record anything using the "microphone permissions"? So frustrating.
I agree. Why can't we record using our phone anymore? I don't have the capability of use the microphone option. This option was here in September 2018 when we first deployed TALK.
I'll chime in as well with the same scenario as Beth and Christine. We do not have microphone permissions enabled on any of our computers and only connect through desk phones.
@Lynn we do currently have the option to route different voicemails based on a schedule. Inside the phone number, under the voicemails tabs there is inside and outside schedule and the schedule is setup in the routing tab. Hope that helps!
Hi There. I dont have a huge team for Customer Services so i would like to have a staggered telephone message sequence.
It should be
Client Calls
Introduced to initial Welcome Message
Hold Music
Second Message
Hold Music
Agent Unavailable - please leave a message
Is this possible?
Phillip Maxwell you could do it like that:
1. Produce a Hold Music including all wanted messages
2. Set the 'Maximum Wait Time in Queue' to the desired length (let's say 2-3 minutes) [in the general Talk settings]
3. Activate Voicemail [in the number specific Talk settings]
After the maximum time has reached, callers will be automatically redirected to the voicemail; the 'voicemail' greeting is played ("please leave a message"), and their message recorded.
More or less the same applies to Steph Thommen
Problem is: Zendesk forgot to design a general "Welcome" message (named 'Greeting' in Steph's flow. The 'Voicemail' greeting is used for 2 cases: callers getting redirected there AFTER a proper welcoming, and also callers getting redirected there because all Agents are offline.
@Zendesk: PLEASE FIX THIS... :-/
Regards
Oliver
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