Updating Your Front End Greeting

Your callers are always welcomed by a recorded greeting before they start speaking with an operator. Customizing this recorded greeting is a fantastic way to make your callers answering service experience personal.

You can personalize your greeting to say something like, "Thank you for calling ABC Plumbing, we'll be with you in a moment" or "Thank you for calling Dr. Smith's office. As of January 26th, we are no longer accepting new patients." You can record a new greeting (or upload a pre-recorded greeting) and associate it with one of your Flex numbers right from your portal! Keep reading and we'll show you how.

Where to find your SAS number

Within SAS Flex, go to your User icon in the upper right-hand corner and click Settings.

Then, on the main Settings page, scroll down to the Telephony section and select Numbers. This will take you to a view showing all of the configurable Flex numbers you have available in your portal.

From this view, you'll see all of your Flex numbers, including some quick reference details, such as if a recording is attached and the Alias you may have given your number. Just click on the number to pull up the configuration panel.

Within the Number Settings page, select Greeting. We'll go over the various greeting options in the section below.

How to edit your front end greeting

In this section we'll discuss:

All day greetings
Business and after hours greeting

There are two greeting types to choose from. You can either select All day greeting, Business and after hours greeting. We'll go over both options below.

All day greetings

If this option is chosen, the selected greeting will play 24/7. Below are the available greeting options:

Recording: If you've uploaded your own greeting to the Greeting Library, you can choose this option and select your file from the drop down. Note that if you want our team to record a greeting for you, programming fees may be applied.
Text to speech: This option will play the greeting in the voice you selected from the General settings tab within the Number Configuration panel. This is the option we recommend to ensure continuity in all recordings and intercepts throughout your account.
No greeting: If you don't want any greeting to play, choose this option.

Business and after hours greetings

If this option is chosen, a different greeting will play depending on the conditions you've set. With this option, there are 2 secondary options to choose from; Range and By hour and day.

Range

If this option is chosen, you'll need to select a timeframe in which you want the front end greeting to change. For example, from the hours of 8am to 5pm, our business hours greeting will play. After those hours, our after hours greeting will play.

By hour and day

If this option is chosen, you'll need to select the specific hours and days you want the front end greeting to change. For example, from the hours of 8am to 5pm, Monday to Friday, our business hours greeting will play. After those hours, our after hours greeting will play.

Once your timeframe has been set, it's time to add your respective greetings. Within the Business hours front end greeting section, add your business hours greeting. Below are the available greeting options:

Recording: If you've uploaded your own greeting to the Greeting Library, you can choose this option and select your file from the drop down. Note that if you want our team to record a greeting for you, programming fees may be applied.
Text to speech: This option will play the greeting in the voice you selected from the General settings tab within the Number Configuration panel. This is the option we recommend to ensure continuity in all recordings and intercepts throughout your account.
No greeting: If you don't want any greeting to play, choose this option.

Within the After hours front end greeting section, add your after hours greeting.

When you are finished, click Save in the bottom right-hand corner.

Creating Spanish greetings

For Spanish numbers, you'll want to type out your greeting in Spanish within the Text to Speech section. A generic greeting will say something like: "Gracias por llamar [Company Name]. Estaremos con usted en un momento por favor."

For High Volume Announcements, you can use the following text: "Nuestros tiempos de espera estan más largos de lo normal. Por favor espera y alguien estará con usted en un momento."

For Callbacks, you'll want to use the following text for each section:

Callback Greeting: Hay [queuePosition] personas delante de usted. Para reservar su lugar en la fila, marque uno para activar una llamada de regreso. Para esperar a un agente, marque dos o continue esperando.
Callback Confirmation: Hemos reservado su lugar en la fila. Para recibir una llamada de regreso en un numero diferente, marque dos. Si no, cuelgue y espere una llamada de [twilio number] en breve.
SMS Callback confirmation: Lamentamos haber perdido su llamada! Por favor llamenos de vuelta cuando pueda.

Once your greetings are typed out, don't forget to choose one of the Spanish voices within the General Settings tab on the left-hand side.