What It Does
A whisper message is a short announcement played only to the agent before they are connected to the caller. The caller cannot hear the whisper — they continue hearing hold music while the whisper plays to your agent.
Why Use It
- Agent context — Agents know who is calling before they speak (for example: "Incoming call from State Farm Insurance")
- Marketing awareness — When the call comes from a tracked marketing number, agents hear which campaign generated the call
- Better first impression — Agents can greet callers by name or reference their source appropriately
How It Works
- An agent clicks "Answer" on an incoming call
- The whisper message plays to the agent only
- After the whisper finishes, the agent is connected to the caller in the conference
- The caller never hears the whisper message
Whisper Content Priority
The system determines what the agent hears based on the following priority order:
- Custom whisper message — If you have configured a custom whisper for this phone number, that plays first
- Referral source name — If no custom whisper is set, the agent hears the referral source (for example: "Incoming call from Google Ads")
- Caller phone number — If no referral source is available, the agent hears the caller's phone number (for example: "Incoming call from (555) 123-4567")
How to Configure
Go to Settings > Phone Numbers and click Edit on the phone number you want to configure.
- Disabled — Uncheck the whisper checkbox. No whisper will play to agents.
- Default whisper — Check the checkbox and leave the default. The system will announce the referral source or caller number as fallbacks.
- Custom whisper — Check the checkbox and enter your own custom text for agents to hear.
