Managing outgoing greetings

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All Suites | Team, Growth, Professional, Enterprise, or Enterprise Plus

Support with | Talk Team, Professional, or Enterprise

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.

Tip: 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.

Assigning greetings to numbers

An alternative way you can associate numbers with greetings is 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.