Talk Greetings Order Explained - Frequently asked questions
Discover the sequence of Zendesk Talk greetings and find answers to common questions about customizing and managing greeting orders effectively.
Frequently asked questions
What is the sequence of Zendesk Talk greetings?
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…
How does the Callback greeting work in Zendesk Talk?
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…
Can I have different 'Wait' greetings for each group in Zendesk Talk?
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…
What role does hold music play in Zendesk Talk?
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…
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