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 an agent answers.
If the call comes through the IVR and the route goes to a group, the 'Wait' or 'Available agents' greeting takes over. The Callback greeting informs end users that they can keep their place in the queue and receive a callback once an agent is available. It's recommended to adjust your IVR greeting to inform callers about how to use the callback functionality.
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…
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…