Audio Message

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Why Audio Messages Matter

• Creates a more polished, branded caller experience.
• Can communicate useful info (e.g. “We may record this call for training purposes”, “Due to high volume there may be a wait”, etc.).
• Helps set expectations, reduce frustration, and guide callers correctly.
• Works well before other steps such as IVR, Ring to User/Team, or even before sending callers to voicemail.

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How to Configure Audio Messages in a Call Flow

1. Add the Audio Message element into your Canvas at the desired point.
2. Choose message type: upload an MP3 file or use text-to-speech.
3. Determine when to play: immediately after incoming call, before IVR, before transfer to agent/team, etc.
4. Define what happens after the audio: route to IVR, ring to user/team, or a fallback like voicemail or escalation.

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Best Practices

• Keep audio messages short and focused. Overly long messages can frustrate callers.
• Use high quality audio (for MP3 versions) to maintain clarity and reduce misunderstandings.
• Ensure the tone and content of the message aligns with your overall brand.
• Use audio to clarify service hours, whether calls are recorded, expected wait times, etc.