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Customizing the Full Waiting Queue Message

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Your Full Waiting Queue Message is what the caller hears when the waiting queue is full. An example of a common Full Waiting Queue Message is, “We are currently experiencing high call volume. Please leave a message with your name and phone number and we will return your call as soon as possible.” or “We apologize but we are currently experiencing high call volume. Please leave a message after the beep, send us a support email at support@mycompany.com or chat with us online at mycompany.com.”

To customize your Full Waiting Queue Message follow these instructions:

  • Log into your Talkdesk account as an administrator.
  • Click the "Admin" tab [1] at the top left hand side of Talkdesk.
  • Select the "Numbers" tab [2] on the top left hand side of your account.
  • Click the phone number for which you would like to configure the customized Full Waiting Queue Message.
  • Click the "Greetings" tab [3].
  • Scroll down until you see "Full Waiting Queue Message" [4].
  • Add a new message [5] by following the steps below (or you can choose an already existing message [6]):
    • Click the "Add New Message" link next to "Full Waiting Queue Message".
    • Assign your Full Waiting Queue message a name by typing it into the box next to "Message Name". This will be the label applied to your message in Talkdesk. Callers will not hear the message name.
    • If you would like to type in a message to be converted to audio, select "Text to Speech" and type your message next to the box labeled "Message".
    • Alternatively, if you have a pre-recorded message that you would like to play to callers, select "Upload File” and click the "Choose File” button. Talkdesk currently supports mp3 and wav file types. If you have a file saved in another format, you can convert it to a format we support by using this tool.
    • "Save" your new message. 
  • Once you have finished, click "Save" [7].

Important: repeat these steps for each required phone number in your account.

 

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