Managing outgoing greetings

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  • 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!

  • 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!

  • 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?

  • 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. 

  • Dainne Lucena
    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.

  • Dainne Lucena
    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!

  • Keith Compton

    Hi Dainne,

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



  • 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.

  • 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, 


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