- 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
- In Admin Center, click
Channels in the sidebar, then select Talk and email > 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 (up to 64 characters) 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
- In Admin Center, click
Channels in the sidebar, then select Talk and email > 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.
14 comments
TJ Nuckolls
I've been asked to get a copy of the default greetings (preferably the scripts) so that our writers have something to start from when writing customized versions. Would you be so kind as to provide the scripts for the default messages (English is all we need)? It would save a lot of time over having to transcribe them myself. Thanks!
0
Rob Stack
Hi TJ Nuckolls, unfortunately, these transcriptions are not something the documentation team have. However, I've opened your request as a ticket in case anyone on the product team possess these. You'll hear from someone soon. Thanks!
0
Jeroen Mulder
I also want a transcription of current messages so I can translate them to Dutch.
It would be really handy if I can get those messages as transcription so I do not have to type them myself. Did anyone already transcribe the EN versions?
0
Keith Compton
Good morning,
New to ZD and was wanting to know if there is a way to create an offline phone message. If our office is closed right now it says 'no agents are available' and then disconnects. I would like to have a message that says we are currently closed and lists our business hours. Any help is greatly appreciated.
0
Dainne Kiara Lucena-Laxamana
Hi Jeroen Mulder,
Here is the script for the default greetings for Talk:
Voicemail on
No support agents are currently available to take your call. Please leave your name, email, and phone number, and we will get back to you shortly.
Voicemail off
No support agents are currently available to take your call. Please call back later.
Available agents
a.k.a. Available agents (voicemail on)
Please hold while we find an available support agent to assist you. Your call may be recorded for monitoring purposes. If you would like to leave a voicemail, you may dial 1 at any time.
Available agents (voicemail off)
We need a moment to find an available support agent for you. Please note your call may be recorded for monitoring purposes.
Available agents (Call Monitoring)
We need a moment to find an available support agent for you. Please note that your call may be recorded and monitored for training and quality purposes. If you'd like to skip the hold music and leave a voicemail, dial 1 at any time.
Callback greeting
If you'd like to request a callback, dial 2.
Callback confirmation greeting
Great, we'll call you back as soon as an agent becomes available. You're now free to hang up and go about your business.
Average wait time (not a configurable greeting but a setting)
The average wait time is currently X minutes. Please hold for the next available agent.
0
Dainne Kiara Lucena-Laxamana
Hi Keith Compton
To create an offline message, you can use the "Greeting (voicemail off)". More information can be found here: Configuring voicemail options
Hope this helps!
0
Keith Compton
Hi Dainne,
It does and I'll go the vm off option; appreciate you help.
Thanks!
0
Phillip Kuhn
I am super confused by the direction that Wait greetings should be 10-15 seconds.
Would that not play the 15 second greeting on a loop?
Or is a Wait Greeting different than Wait Music?
We handled our Wait and Hold files by recording multiple informational messages and then spacing them into a single music audio file for upload.
Assuming the way we did it is the correct method, I do find the use of the term 'Greeting' to be very confusing here.
Just my opinion here, but 'Hold' and 'Wait' would be better classed as 'Message', or 'Music', or something that helps delineate the order the files are employed. 'Greeting' should be used only for the first audio recording callers would hear, not for each subsequent recording.
0
Oscar Mejias
Thanks for the feedback!
To answer your question, it's expected for wait greetings to loop at some point while the caller is waiting to be routed. The article just simply makes a suggestion as a general guideline, but please do not consider this to be a restriction in any way,
Thanks.
1
Dale Steinbacher
Are there settings that determine if a greeting is looped? I just set up an IVR greeting and in testing, the greeting is on a continual loop. I'd prefer if the greeting only played once.
I understand functionality may differ for hold/wait greetings, but for an IVR greeting, can we prevent it from looping?
0
Audrey Ann Cipriano
Hi Dale Steinbacher the IVR greeting will always loop three times if the end-user doesn’t press a key. I don't see a way to modify this configuration currently. If the greeting repeats more than three times, ensure that the greeting located within the Edit route section under IVR > IVR menus > Menu levels > Active Routes is not configured to be the same greeting listed within the menu levels Greeting. You may find more info here.
I hope this helps!
0
Andrew Chu
can I get a copy of the new default wait/hold music (in .mp3 , .mp4 or any other media format)?
0
Dainne Kiara Lucena-Laxamana
Hi Andrew Chu !
You can download the music files via API & by following the guide here: Can I move my greetings between Zendesk accounts?
1
Anton Verhelst
I use Talk with Omnichannel routing.
When I call during business hours, I get the waiting music and after a set time a message in English saying no agents are available and to try again later.
I can not find where to add my greeting for that specific message.
0