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Play recording while caller is waiting in the queue

Answered


Posted Dec 17, 2021

Feature Request Summary: 

Zendesk Talk should have the possibility to add a custom recording to be played while the caller is waiting in the queue. The recording can play after X amount of mins (or secs), and this time should be configurable per number.

Description/Use Cases: 

The possibility to play such recording would increase the customer's experience as he/she will not be waiting for a long time without any further information. This recording can also be used to remind the caller that he/she can press 1 at any time to leave a voice message (or 2 for a callback). The time to play such recording should be configurable per line so that an admin can decide to play this recording every X amount of time, e.g. play it every 1 minute while waiting.

Business impact of limitation or missing feature:

The caller has no information that actually he/she is still waiting and also may not remember that pressing 1 allows him/her to just leave a voice mail (or 2 for callback).


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6 comments

Official

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Widson Reis

Zendesk Product Manager

Hi Al Hafiz and others,

It's possible to customise the "waiting greeting" to loop through a certain message every few minutes. For this, first, you have to record the message you want to repeat and then, using a basic editing tool (there are plenty of free options online), stitch it with some music. So if you put together, say, 10 seconds of message and 4:50 minutes of music, you have a greeting that will repeat itself every 5 minutes. 

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I don't know if this helps, but for us, we spliced in a reminder at the callwaiting music minute mark stating they can press 1 for a callback. It isn't foolproof as they don't know the queue size and requires additional work but it was a temporary workaround if you need it asap.

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Hello Sydney,

Thanks a lot for your comment and idea, this definitely helps, it is an interesting workaround which we are evaluating. Still... I think that this product feature is still relevant since the "waiting music" and the "reminder message" should be a different recording from my point of view.

Best regards, Alfredo

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Agreed! I have upvoted your post and will follow it in case there is a development :)

 

When we first spliced our wait music, we had the "press 1" notification at the beginning and again a minute in. However, we found people were pressing 1 just before they were being routed to Agents so we ended up editing it again and only having the minute notification.

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Including it here as well for Zendesk Support. Looking to get support in terms of an ivr messaging we can send to callers when they're waiting 5/10/20 mins in call queue rather than just music throughout. Is there any development on this?

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Widson Reis With the amount of money charged by Zendesk, I would hope that 3 years of development time would suffice to add this industry standard practice. Please expedite a native solution vs expecting your customers to use a work around that requires external audio editing tools to accomplish. 

Thanks

Dan

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