Note: Effective June 21, 2021, Talkdesk Classic Inbound Routing will no longer be available to sell to new customers. New customer accounts will only be able to configure inbound routing behavior through Studio.

Talkdesk allows the creation of personalized greetings and messages that can be customized according to your business needs. You can upload a pre-recorded greeting, create your own, use our standard greetings, or type in a message and Talkdesk will automatically convert it to an audio file. You can also configure your greetings and messages so that they are different for each situation (i.e. welcome, waiting, voicemail, outside business hours, holidays, delay, and full waiting queue), phone number, and IVR prompt.

Note: These settings may not be applicable when there is a Studio Flow assigned to a phone number.

Greeting Types:

Welcome Greeting – the first greeting callers hear when they call your company.

Available Agents Greeting – what callers hear when they are routed to an available agent.

Waiting Message – what callers hear when they enter the waiting queue. When there are no agents available and at least one agent is busy, callers will hear this greeting as they go to the waiting queue.

Voicemail / Not Answered Message – this is the general voicemail greeting callers hear. When all agents are away or offline, and the call is not answered by any agent, callers will hear this message before leaving a voicemail (even when voicemail is disabled).

Outside Business Hours Message – what the callers hear when they call your company or phone number outside business hours and there are no agents available. If no After Hours IVR is enabled, callers will hear this message and calls will be sent to voicemail, if voicemail is enabled. Otherwise, the call is dropped.

Delay Announcement Message – what the caller hears at the end of each waiting music file (i.e. when playing our list of default waiting music files, it will play for the first time once customers have waited for approximately 3 minutes in the queue). 

• If the option to go to voicemail is enabled in the "Preferences" tab, this is the message that lets your callers know about the possibility of going to voicemail instead of waiting in the queue.
• If you have the queue callback option enabled you should inform the callers that they have the possibility of requesting a callback instead of waiting in the queue.

Full Waiting Queue Message – what the caller hears when the waiting queue is full. When the queue reaches the limit defined on the "Preferences" tab, this message will be played and the caller automatically redirected to voicemail.

Queue Callback Message – what the caller hears when they request a callback from the queue. Once you activate the Queue Callback feature, we recommend that you customize the message callers hear once they have requested a callback from the queue. By default, after callers select the option for a callback from the queue they will hear this message, "Your place in the waiting queue has been reserved. The next available agent will call you back. Goodbye." An example of a common Queue Callback Message is, "You have requested to have the next available agent call you back from the queue. You may now hang up and wait for our call. Goodbye."

Unsuccessful Queue Callback Message - greeting that prompts the caller to leave a voicemail or call back another time when customers get a callback but are not connected to any agent.

Max Wait Time Reached Message – what the callers hear when they have been waiting in the call queue for the maximum amount of time.

Intelligent Reconnect Prompt - when the ‘Intelligent Reconnect’ option is enabled for your account, if callers call back within five minutes after a previous call disconnect, they will hear the Intelligent Reconnect default message: "We noticed you were just disconnected, so we're sending your call to the top of the queue. Press 1 to go to the main menu instead."

Holiday Greeting - an optional greeting that plays outside business hours on the day of the holiday, as part of holiday configuration.

Setting Up Your Phone Greetings

For each type of greeting available, the following options can be selected:

• None: To disable that type of greeting
• Text message: To write a message that will be converted to audio automatically (only available for English)
• Recording file: Record your audio and upload it to Talkdesk

Note: At the moment it's not yet possible to delete greetings created using the Admin interface. If you wish to delete greetings that are no longer needed, please edit their names to end with "-delete" and contact Talkdesk Support so that the team can delete these for you.

Call Flow Diagram

Talkdesk’s greetings and messages are easy to configure and can be changed at any time. These greetings play in different situations, according to the following call flow (click on the image to take a closer look):

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