Adding custom hold music to your account

Specialty Answering Service answers about 86% of calls within 3 rings or less. However, for unexpected spikes in volume, callers may need to wait in queue for the next available answering service agent. For those instances, you may want to add your own customized hold music or recording instead of using our standard music. This will give your callers a more personalized experience while they’re hanging on the line.

This feature is only available on our 2.5 and Flex platforms.

Here's how it works:

  • If there is no queue time, meaning calls are not waiting to be answered, callers will hear your initial upfront greeting, "Thank you for calling Your Business! We'll be right with you. For quality assurance, this call may be recorded." Then, they'll be immediately transferred to an agent.
  • If there is queue time, meaning calls are waiting to be answered, callers will hear your initial upfront greeting, "Thank you for calling Your Business! We'll be right with you. For quality assurance, this call may be recorded." Then, your custom hold music or greeting would be played. If there is still a queue after the recording ends, it will repeat until an agent answers.

When adding a hold greeting, there a few parameters to keep in mind:

  • The greeting file size cannot exceed 5 MB.
  • Files can be uploaded in mp3 or wav format.

If you’d like a custom hold greeting added to your account, you’ll need to start a support case and attach your file. Once the new file is attached to your account, we'll let you know! If you are on our Flex platform, you have the ability to add this yourself. Check out this tutorial for instructions. 

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