We're a mental health company that uses ZD Talk to communicate with customers in varying states of mind, so it's extremely important to us to control the on-brand customer experience.
To accomplish that, we use custom voice recordings, IVR, and custom Hold music.
In order to integrate with our CRM, we need to host out dedicated toll-free number in our Twilio account and add the number into ZD as an external, masked phone number.
Custom hold music works for inbound calls to both internal and external numbers as well as outbound calls on internal numbers. But, for whatever reason, you can't update the default hold music for outbound calls on external phone numbers. Complete design oversight if you ask me!!
3/4 of call scenarios can use our calming, on-brand, folky guitar music.
1/4 of call scenarios use off-brand techno house ambient disco that 1000 other companies use...
Has anyone else noticed this or found a work-around to this product limitation/pain point?
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