Managing outgoing greetings

Zendesk Talk enables you to configure the following greetings from the Greetings tab of the Talk settings page:

• Voicemail (on / off): Prompts the caller to leave a voicemail (if voicemail is on) or instructs them to call back later if no agents are available (if voicemail off)
• 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.

Note: Only Support administrators can modify or delete greetings. See Promoting an agent to the administrator role.

This article contains the following sections:

• Creating a custom greeting and assigning it to numbers
• Assigning greetings to numbers

Creating a custom greeting and assigning it to numbers

Important: You are responsible for using the recording features in Zendesk Talk in compliance with all applicable laws. Certain jurisdictions may require End-User and/or Agent consent prior to initiating a recording. By enabling call recording, you agree that you have received such consent.

If you prefer to use your own custom greetings, you can record new messages right from your browser or you can upload an existing MP3 or WAV encoded audio file with a maximum file size of 10 MB. For Wait greetings, we recommend a length of about 10-15 seconds.

Note: Audio files that include album art are not supported.

To create a custom greeting

1. Click the Admin icon () in the sidebar, then select Channels > Talk.
2. 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.

   

3. Click Add greeting in the upper-right corner.
4. On the add greeting page, enter a name for your greeting and select the greeting type.

   

5. 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.

6. 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.
7. 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 Numbers tab of the Talk setting 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

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 choose Edit.
4. 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
5. In the Voicemail tab, select a voicemail greeting.
6. Talk Professional and Enterprise: In the Callback tab, choose a Callback greeting and Callback confirmation greeting.
7. Click Save changes.

Tip: Looking for some great hold music to use? Check out the winner of our hold music contest, and download it for free.