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Pre-Recorded Message

Automated greetings that play before a call connects, helping set expectations, ensure compliance, and provide a consistent caller experience.

What It Does

A pre-recorded message is an automated greeting that plays to the caller before an agent picks up. After the message finishes, the caller hears hold music while waiting for an agent to answer.

Why Use It

  • Professional greeting — Callers hear a branded, consistent message every time they call
  • Recording disclosure — Satisfies legal requirements in two-party consent states (for example: "This call may be recorded for quality purposes")
  • Set expectations — Lets callers know they are being connected to your team

How It Works

  1. A call comes in on one of your phone numbers
  2. The pre-recorded message plays to the caller
  3. After the message finishes, the caller is placed into a conference room with hold music
  4. Your agents are notified in their browser and can answer the call

 

How to Configure

Go to Settings > Phone Numbers and click Edit on the phone number you want to configure.

  • Disabled — Uncheck the pre-recorded message checkbox. No message will play to callers.
  • Default message — Check the checkbox and leave the default text. The system plays a standard greeting that is automatically populated when you enable the feature.
  • Custom message — Check the checkbox and type your own custom text. The system will read your custom text aloud to the caller using text-to-speech.