Creating outgoing greetings and assigning greetings to numbers

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<p id="docs-hc-snippet" style="display: none;">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.</p>
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<div class="p">You can configure the following greetings:<ul class="ul" id="id_4408821594650__ul_afn_pfd_yt">
<li class="li">
<strong class="ph b">Voicemail</strong>: Prompts the caller to leave a voicemail or to call back later if no
agents are available</li>
<li class="li">
<strong class="ph b">Available agents</strong>: Informs the caller that an available agent will be with them
soon and gives the option to press "1" to leave a voicemail</li>
<li class="li">
<strong class="ph b">Wait</strong>: Music that plays when the caller is waiting to be connected</li>
<li class="li">
<strong class="ph b">Hold</strong>: Music that plays when the caller is on hold</li>
<li class="li">
<strong class="ph b">IVR</strong> (Professional or Enterprise): Create Interactive Voice Response (IVR)
greetings. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408885628698" target="_blank">Routing incoming calls with IVR</a>.</li>
<li class="li">
<strong class="ph b">Callback</strong> (Professional and Enterprise): Prompts the caller to select a callback
option (if callback is activated). See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408884087706" target="_blank">Allowing customers to request a callback</a>.</li>
<li class="li">
<strong class="ph b">Callback confirmation</strong> (Professional and Enterprise): Confirms the caller's
callback request (if callback is activated). See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408884087706" target="_blank">Allowing customers to request a callback</a>.</li>
<li class="li">
<strong class="ph b">Call recording consent opt-out</strong> (Professional and Enterprise): Prompts the caller
to select a call recording opt-out option. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838605210" target="_blank">Understanding call recording permissions</a>.</li>
<li class="li">
<strong class="ph b">Call recording consent opt-in</strong> (Professional and Enterprise): Prompts the caller
to select a call recording opt-in option. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838605210" target="_blank">Understanding call recording permissions</a>.</li>
</ul>
</div>
<p class="p">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.</p>
<div class="p">
<div class="note note">
<span class="notetitle">Note:</span> Only Support administrators can modify or delete greetings. See <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4408838197658-Managing-users#topic_sqm_tjm_dc" target="_blank">Promoting an agent to the administrator
role</a>. </div>
</div>
<div class="p">This article contains the following sections:<ul class="ul" id="id_4408821594650__ul_ihb_vzk_b5">
<li class="li"><a class="xref" href="#topic_eft_dgd_yt">Creating a custom greeting and assigning it to numbers</a></li>
<li class="li"><a class="xref" href="#topic_yk2_hgd_yt">Assigning greetings to numbers</a></li>
</ul>
</div>
</div>
<div aria-labelledby="ariaid-title2" class="topic nested1" id="topic_eft_dgd_yt">
<h2 class="title topictitle2" id="ariaid-title2">Creating a custom greeting and assigning it to numbers</h2>
<div class="body">
<div class="p">
<div class="note important">
<span class="importanttitle">Important:</span> 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.</div>
</div>
<div class="p">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.<div class="note note">
<span class="notetitle">Note:</span> Audio files that include album art are not supported.</div>
</div>
<div class="p">
<strong class="ph b">To create a custom greeting</strong><ol class="ol" id="topic_eft_dgd_yt__ol_ws1_ggd_yt">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_eft_dgd_yt__d7e980" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Talk and email &gt; Talk</strong>.</span></li>
<li class="li">Select the <strong class="ph b">Greetings</strong> tab. <p class="p"><img alt="Greetings tab" class="image img-screenshot" id="topic_eft_dgd_yt__image_kgf_2kz_vgb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Talk_greetings_main.png" width="600"></p>
<p class="p">A list of your greetings in each category are displayed. You can show
only the category you want by using the drop-down filter.</p>
<p class="p"><img alt="Greetings category filter" class="image img-screenshot" id="topic_eft_dgd_yt__image_i22_hjf_wgb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Talk_greeting_filter.png" width="200"></p>
</li>
<li class="li">Click <strong class="ph b">Add greeting</strong> in the upper-right corner. </li>
<li class="li">On the add greeting page, enter a name for your greeting (up to 64 characters) and
select the greeting type. <p class="p"><img alt="Add greeting page" class="image img-screenshot" id="topic_eft_dgd_yt__image_akd_glz_vgb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Talk_add_greeting.png" width="600"></p>
</li>
<li class="li">For the recording that will be played, you can either upload an audio file, or record
a message directly. Choose one of:<div class="p">
<table border="1" cellpadding="4" cellspacing="0" class="simpletable" id="topic_eft_dgd_yt__simpletable_uwr_cmz_vgb" summary="">
<col style="width:33.33333333333333%">
<col style="width:33.33333333333333%">
<col style="width:33.33333333333333%">
<thead></thead>
<tbody>
<tr class="strow">
<td class="stentry" style="vertical-align:top;">Upload greeting</td>
<td class="stentry" style="vertical-align:top;"><img alt="Upload greeting icon" class="image" id="topic_eft_dgd_yt__image_slb_ylz_vgb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Talk_greeting_upload.png" width="100"></td>
<td class="stentry" style="vertical-align:top;">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.</td>
</tr>
<tr class="strow">
<td class="stentry" style="vertical-align:top;">Record greeting</td>
<td class="stentry" style="vertical-align:top;"><img alt="Record greeting icon" class="image" id="topic_eft_dgd_yt__image_xfb_gmz_vgb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Talk_greeting_record.png" width="100"></td>
<td class="stentry" style="vertical-align:top;">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.</td>
</tr>
<tr class="strow">
<td class="stentry" style="vertical-align:top;">Delete greeting</td>
<td class="stentry" style="vertical-align:top;"><img class="image" id="topic_eft_dgd_yt__image_mmx_kmz_vgb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/Talk_greeting_delete.png" width="100"></td>
<td class="stentry" style="vertical-align:top;">This icon appears when you have uploaded an audio file, or recorded a
greeting. The current greeting audio is deleted.</td>
</tr>
</tbody>
</table>
</div>
</li>
<li class="li">From the list of <strong class="ph b">Associated numbers</strong>, toggle on the numbers you'd like to
associate with your new greeting.<p class="p">You can also type part of a number or name in the
search box to find the numbers you want.</p>
</li>
<li class="li">When you are finished, click <strong class="ph b">Save</strong>.</li>
</ol>
</div>
<p class="p">Your new greeting is displayed on the Greetings tab. </p>
<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> You can <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/5469656213658" target="_blank">download a custom or default greeting</a>, if needed. This is
helpful if you need to move greetings between Zendesk accounts, for example. </div>
</div>
</div>
</div>
<div aria-labelledby="ariaid-title3" class="topic nested1" id="topic_yk2_hgd_yt">
<h2 class="title topictitle2" id="ariaid-title3">Assigning greetings to numbers</h2>
<div class="body">
<p class="p">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.</p>
<p class="p"><strong class="ph b">To assign greetings to numbers individually</strong></p>
<ol class="ol">
<li class="li"><span class="ph">In <a class="xref" href="https://support.zendesk.com/hc/en-us/articles/4581766374554#topic_hfg_dyz_1hb" target="_blank">Admin Center</a>, click <img class="image" id="topic_yk2_hgd_yt__d7e980" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/ac_channels_icon.png">
<strong class="ph b">Channels</strong> in the sidebar, then select <strong class="ph b">Talk and email &gt; Talk</strong>.</span></li>
<li class="li">Select the <strong class="ph b">Lines</strong> tab.</li>
<li class="li">Next to the number you want to add a greeting for, click the menu icon (<img class="image" height="NaN" id="topic_yk2_hgd_yt__image_usy_j4z_vgb" src="https://zen-marketing-documentation.s3.amazonaws.com/docs/en/manage_icon.png" width="NaN">), then choose <strong class="ph b">Edit</strong>.</li>
<li class="li">In the <strong class="ph b">Settings</strong> tab, select an option from the drop-down list for the following
fields:<ul class="ul" id="topic_yk2_hgd_yt__ul_wtc_vr1_k1b">
<li class="li"><strong class="ph b">Wait greeting</strong></li>
<li class="li"><strong class="ph b">Available agents greeting (voicemail on)</strong></li>
<li class="li"><strong class="ph b">Available agents greeting (voicemail off)</strong></li>
<li class="li"><strong class="ph b">Hold greeting</strong></li>
</ul>
</li>
<li class="li">In the <strong class="ph b">Voicemail</strong> tab, select a voicemail greeting.</li>
<li class="li">(Professional and Enterprise) In the <strong class="ph b">Callback</strong> tab, choose a <strong class="ph b">Callback
greeting</strong> and <strong class="ph b">Callback confirmation greeting</strong>. </li>
<li class="li">Click <strong class="ph b">Save changes</strong>.</li>
</ol>
<div class="p">
<div class="note tip">
<span class="tiptitle">Tip:</span> Looking for some great hold music to use? Check out the winner of our <a class="xref" href="https://www.zendesk.com/blog/new-hold-music-has-arrived/" target="_blank">hold music contest</a>, and download it for free.</div>
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