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Managing outgoing greetings



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Rob Stack

Zendesk Documentation Team

Edited Feb 02, 2025


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14 comments

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!

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Rob Stack

Zendesk Documentation Team

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!

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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?

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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. 

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

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.

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi Keith Compton

To create an offline message, you can use the "Greeting (voicemail off)". More information can be found here: Configuring voicemail options

Select the greeting that customers hear when voicemail is off. This option is shown only when voicemail is disabled. For details, see Managing greetings when voicemail is off below.

If voicemail is off, make sure to use a greeting that doesn't instruct customers to leave a message. For details on creating greetings, see Creating a custom greeting.

Hope this helps!

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Hi Dainne,

It does and I'll go the vm off option; appreciate you help. 

Thanks!

 

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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.

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Oscar Mejias

Zendesk Customer Care

Hi Phillip,

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.  

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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?

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Audrey Ann Cipriano

Zendesk Customer Care

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!

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can I get a copy of the new default wait/hold music (in .mp3 , .mp4 or any other media format)?

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Dainne Kiara Lucena-Laxamana

Zendesk Customer Care

Hi Andrew Chu !

You can download the music files via API & by following the guide here: Can I move my greetings between Zendesk accounts?

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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.

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