Overview
Your audio greetings are a critical part of your customer experience. This centralized repository allows you to manage all audio assets—from IVR prompts to Voicemails—in one place. By centralizing these files, you ensure brand consistency and simplify the process of updating messaging across your entire contact center.
Permissions & Access
To view or manage greetings, users must have the Manage Voice permission assigned to their role.
Navigation: Admin / Manager navigates to: Menu > Contact Center > Greetings
Adding a New Greeting
To upload a new audio file to your account:
- Click the Add Greeting button.
- Upload File: Select an audio file from your computer.
- Format: Must be
audio/mpeg(.mp3). - Size: Maximum file size is 5 MB.
- Format: Must be
- Name: Enter a user-friendly name for the greeting (e.g., "Main Support Welcome - V1").
- Type: Select the appropriate category for the greeting.
Important: Once a greeting is saved, the Type cannot be edited. This ensures that features using specific types (like Queue Wait) do not accidentally reference the wrong audio logic.
Supported Greeting Types
Every greeting must be assigned a type upon upload to ensure it is available for selection in the correct areas of the product.
| Greeting Type | Description |
|---|---|
| Welcome Message | The initial greeting played when a call first connects. |
| Recording Consent | A legal disclaimer regarding call monitoring and recording. |
| IVR | Audio for menu options (e.g., "Press 1 for Sales, 2 for Support"). |
| Queue Wait Message | Audio played periodically while a caller is waiting for an agent. |
| Voicemail | Played on different occasions such as when the team is busy during business hours, after hours, IVR action, etc. |
| Business Hour & No Voicemail | Played when the team is busy and no message can be left. |
| Outside Business Hour & No Voicemail | An after-hours announcement only (no recording allowed). |
| Callback Offer | A prompt asking if the caller would prefer a callback. |
| Callback Confirmation | Acknowledgment played after a caller successfully requests a callback. |
Editing and Deletion Guardrails
Editing Greetings
You may edit the Name of any greeting at any time. However, to maintain system stability, the Type field is locked once the greeting has been created.
Deleting Greetings
You can attempt to delete a greeting at any time using the delete icon. However, the system includes a safety check:
- Active Links: If a greeting is currently linked to one or more resources (Phone Number), the system will block the deletion.
- Error Message: You will receive an error notification: "This greeting cannot be deleted because it is currently in use by: [Resource Name 1, Resource Name 2, etc]."
- Resolution: You must first remove the greeting from the listed resources before it can be deleted from the repository.
Auditing
For security and accountability, the system performs basic auditing on all greetings. You can know:
- Created By: The user who originally uploaded the file.
- Last Edited By: The user who last modified the greeting name.
- Timestamp: The exact date and time of the last update.