Zendesk Talk greetings play in a specific sequence to ensure callers receive the right information at the right time. Initially, if you don't use an IVR (Interactive Voice Response), the 'Available agents' greeting plays first. However, if the IVR is activated, the IVR greeting takes precedence. To include an 'Available agents' type greeting, you need to set it on the specific IVR route.
Next, if enabled, messages for 'Callback and Caller must opt-in' or 'Caller must opt-out' for call recordings are played. If the average wait time exceeds two minutes, a message about the wait time will play once. Finally, the 'Wait' greeting plays last, unless the call is routed through an IVR, in which case the IVR settings control the greetings. For more details, you can refer to the originalZendesk article.
The Callback greeting in Zendesk Talk is a special message that plays when a caller opts for a callback. This greeting is only played once the end user presses 2, and it occurs while the call is trying to route to an agent, after the IVR and before…
In Zendesk Talk, each phone number can only have one 'Wait' greeting. If you want different 'Wait' greetings for each group, you would need to have more than one phone number. Each number can then have its specific wait greeting, and you can use…
In Zendesk Talk, hold music only plays when an agent manually places a caller on hold. While a caller is in the queue, the only music that plays is the 'Wait' music. It's recommended that the greeting loops and the file is encoded properly to avoid…