Creating outgoing greetings and assigning greetings to numbers

You can either use the default greetings (available in English or Japanese) or create your own custom greetings. You can create as many greetings as you want, and associate different greetings with each of your phone numbers. This allows you to offer a branded or localized experience for each phone number.


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You can configure the following greetings:

Voicemail: Prompts the caller to leave a voicemail or to call back later if no
agents are available

Available agents: Informs the caller that an available agent will be with them
soon and gives the option to press "1" to leave a voicemail

Wait: Music that plays when the caller is waiting to be connected

Hold: Music that plays when the caller is on hold

IVR (Professional or Enterprise): Create Interactive Voice Response (IVR)
greetings. See Routing incoming calls with IVR.

Callback (Professional and Enterprise): Prompts the caller to select a callback
option (if callback is activated). See Allowing customers to request a callback.

Callback confirmation (Professional and Enterprise): Confirms the caller's
callback request (if callback is activated). See Allowing customers to request a callback.

Call recording consent opt-out (Professional and Enterprise): Prompts the caller
to select a call recording opt-out option. See Understanding call recording permissions.

Call recording consent opt-in (Professional and Enterprise): Prompts the caller
to select a call recording opt-in option. See Understanding call recording permissions.


You can either use the default greetings (available in English or Japanese) or create your
own custom greetings. You can create as many greetings as you want, and associate different
greetings with each of your phone numbers. This allows you to offer a branded or localized
experience for each phone number.


Note: Only Support administrators can modify or delete greetings. See Promoting an agent to the administrator
role.

This article contains the following sections:
Creating a custom greeting and assigning it to numbers
Assigning greetings to numbers




Creating a custom greeting and assigning it to numbers



Important: You are responsible for using the recording features in Zendesk in compliance
with all applicable laws. Certain jurisdictions may require End-User and/or Agent consent
prior to initiating a recording. By activating call recording, you agree that you have
received such consent.

If you prefer to use your own custom greetings, you can record new messages right from your
browser or you can upload a correctly encoded MP3 or WAV audio file with a maximum file size
of 10 MB.
Note: Audio files that include album art are not supported.


To create a custom greeting
In Admin Center, click
Channels in the sidebar, then select Talk and email > Talk.
Select the Greetings tab.
A list of your greetings in each category are displayed. You can show
only the category you want by using the drop-down filter.


Click Add greeting in the upper-right corner.
On the add greeting page, enter a name for your greeting (up to 64 characters) and
select the greeting type.

For the recording that will be played, you can either upload an audio file, or record
a message directly. Choose one of:







Upload greeting

Select and upload an MP3 or WAV audio file. The maximum file size is 10
MB. After you upload the audio file a play button appears that you can use to
preview how your greeting will sound. Audio files that contain album art are not
supported.


Record greeting

Immediately begins to record audio from the device's active audio input
device. Press stop once you finish talking. A play button appears that you can
use to preview how your greeting will sound.


Delete greeting

This icon appears when you have uploaded an audio file, or recorded a
greeting. The current greeting audio is deleted.





From the list of Associated numbers, toggle on the numbers you'd like to
associate with your new greeting. You can also type part of a number or name in the
search box to find the numbers you want.

When you are finished, click Save.


Your new greeting is displayed on the Greetings tab.


Tip: You can download a custom or default greeting, if needed. This is
helpful if you need to move greetings between Zendesk accounts, for example.




Assigning greetings to numbers

You associate phone numbers to a greeting when you create it. However, if you need to make any
changes, you can manage numbers and their assigned greetings from the Lines tab. For each
number, you can set a wait greeting, available agents greeting, hold greeting, voicemail
greeting, and callback greeting.
To assign greetings to numbers individually

In Admin Center, click
Channels in the sidebar, then select Talk and email > Talk.
Select the Lines tab.
Next to the number you want to add a greeting for, click the menu icon ( ), then choose Edit.
In the Settings tab, select an option from the drop-down list for the following
fields:
Wait greeting
Available agents greeting (voicemail on)
Available agents greeting (voicemail off)
Hold greeting


In the Voicemail tab, select a voicemail greeting.
(Professional and Enterprise) In the Callback tab, choose a Callback
greeting and Callback confirmation greeting.
Click Save changes.



Tip: Looking for some great hold music to use? Check out the winner of our hold music contest, and download it for free.



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