---
title: "Set up greetings in Phones Pro"
slug: "set-up-greetings-in-phones-pro"
updated: 2026-10-15T01:10:27Z
published: 2026-10-15T01:10:27Z
canonical: "help.servicetitan.com/set-up-greetings-in-phones-pro"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://help.servicetitan.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Set up greetings in Phones Pro

## Overview

Greetings can quickly orient the caller, setting the stage for a smooth and efficient interaction. In ServiceTitan Phones Pro, set welcome, voicemail, hold queue, ARM, IVR, and personal greetings for customers during open or closed hours.

---

### 

#### Who uses this feature

- Administrators
- Applies to all business types

#### Feature configuration

- To get started with Phones Pro, request a demo on our [Pro Products page](https://www.servicetitan.com/features/pro), or reach out to your Customer Success Manager (CSM) or Pro Account Manager.

## Things to know

- Keep greetings short as they play in full and don't route the call until it is finished.
- Greetings can be set at different levels, including the *Main Line*, *Departments*, and *Ai Contact Centers*. To ensure an efficient setup, first map out and plan your call routing. Once the routing is defined, decide where the greetings should be integrated.
- Admin access is required to edit greetings settings.
- Welcome greetings are disabled by default. Without a welcome greeting enabled, callers are routed based on your [call routing rules](/construction/docs/set-call-routing-rules-for-call-centers).
- Make sure to [set your call center business hours](/construction/docs/set-call-center-hours) so that incoming calls are correctly routed during and outside your business hours.
- You can set a voicemail greeting if your *Fallback Option* is *Directly to voicemail* or *Leave a voicemail* as in an automated response menu.

## Open call routing settings

To set greetings in Dialpad, you must first navigate to the call routing settings.

1. Go to your [Dialpad](https://dialpad.com/settings) account.
2. Click **Admin Settings** and select **Main Line**, a **Department** or an **Ai Contact Center** of your choice. ![Menu displaying AI Contact Centers and a list of contact options.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-greetings-in-phones-pro-image-iomzvd5m.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A25Z&se=2026-10-31T02%3A43%3A25Z&sr=c&sp=r&sig=ULYL%2F4Hz8a2t9Yw5ewlZArnTK65LguH8I8X12tqYbZI%3D)
3. Click **Business Hours & Call Routing**. The section expands.
4. In the *Call Routing* section, click **Edit Call Routing**. ![Settings for business hours and call routing options for a contact center.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-greetings-in-phones-pro-image-v2jtzwdp.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A25Z&se=2026-10-31T02%3A43%3A25Z&sr=c&sp=r&sig=ULYL%2F4Hz8a2t9Yw5ewlZArnTK65LguH8I8X12tqYbZI%3D)

The *Call Routing* screen opens.

## Set up a welcome greeting

A welcome greeting is the first greeting that callers hear when they reach your call center. You have the option to record or upload your own. You can set separate greetings for your open and closed hours.

Check out the Welcome Greetings video to learn how to set welcome greetings in Dialpad.

[Welcome Greetings Video](https://fast.wistia.net/embed/iframe/zhn7pcphgu?web_component=true&seo=true&videoFoam=false)

You have three options to set a welcome greeting:

- Select an existing greeting from the dropdown list
- Record a greeting from your computer
- Upload a greeting from your computer

You can also choose the *No Greeting* option if you prefer not to have a welcome message.

> [!NOTE]
> **Note:** There is no default greeting for the welcome greeting. You can only select previously added greetings.

### Select a welcome greeting

1. Open the call routing settings for the main line, a department, or a contact center of your choice.
2. On the *Call Routing* screen, in the *Open Hours Welcome Greeting* section, select an existing MP3 from the dropdown menu. ![Dropdown menu for selecting a welcome greeting for callers in a department.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-greetings-in-phones-pro-image-fx6cw11q.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A25Z&se=2026-10-31T02%3A43%3A25Z&sr=c&sp=r&sig=ULYL%2F4Hz8a2t9Yw5ewlZArnTK65LguH8I8X12tqYbZI%3D)

### Record a welcome greeting

1. Click **Record a greeting**. ![Interface for setting up a welcome greeting for callers, with upload option highlighted.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-greetings-in-phones-pro-image-cs5zbaqk.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A25Z&se=2026-10-31T02%3A43%3A25Z&sr=c&sp=r&sig=ULYL%2F4Hz8a2t9Yw5ewlZArnTK65LguH8I8X12tqYbZI%3D)
2. In the *Record Your Greeting* pop-up, enter a name for the greeting.
3. Click **Start recording** and record your greeting after hearing the tone. ![User interface for recording a greeting with a highlighted start recording button.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-greetings-in-phones-pro-image-d7dntywi.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A25Z&se=2026-10-31T02%3A43%3A25Z&sr=c&sp=r&sig=ULYL%2F4Hz8a2t9Yw5ewlZArnTK65LguH8I8X12tqYbZI%3D)
4. After you're done recording, click **Click to finish recording**. The system saves the voicemail greeting and it appears in the list of greetings.

> [!NOTE]
> **Note:** You cannot download or move recordings made directly in Dialpad. Instead, record it on your computer first and then upload it to avoid repeating the process for any changes.

After creating a new recording, you can:

- Click **Play** to play the recording
- Click **Edit** to edit the recording
- Click **Delete** to delete the recording

If you have a recorded MP3 greeting on your computer, you can upload it.

### Upload a welcome greeting

1. Click **Upload (.mp3)**. ![Interface for setting up a welcome greeting for callers in a department.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-greetings-in-phones-pro-image-kbka9n6u.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A25Z&se=2026-10-31T02%3A43%3A25Z&sr=c&sp=r&sig=ULYL%2F4Hz8a2t9Yw5ewlZArnTK65LguH8I8X12tqYbZI%3D)
2. Select an MP3 file from your computer to upload.

After the upload is complete, you can see it in the list of greetings.

## Set up a voicemail greeting

Voicemail greetings are set for instances when a call is forwarded directly to voicemail.

Check out the Voicemail Greetings video to learn how to set voicemail greetings in Dialpad.

[Voicemail Greetings Video](https://fast.wistia.net/embed/iframe/1c72e2a3rm?web_component=true&seo=true&videoFoam=false)

Similar to the welcome greetings, for voicemail greetings you have three options:

- Select an existing greeting from the dropdown list
- Record a greeting from your computer
- Upload a greeting from your computer

### Select a voicemail greeting

1. Open the call routing settings for the main line, a department, or a contact center of your choice.
2. On the *Call Routing* screen, in the *Voicemail Greeting* section, select an existing MP3 from the dropdown menu. ![Voicemail greeting setup with options to record or upload a greeting message.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-greetings-in-phones-pro-image-23zmn5ga.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A25Z&se=2026-10-31T02%3A43%3A25Z&sr=c&sp=r&sig=ULYL%2F4Hz8a2t9Yw5ewlZArnTK65LguH8I8X12tqYbZI%3D)

### Record a voicemail greeting

1. Click **Record a greeting**. ![Voicemail greeting settings with options to record or upload audio files.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-greetings-in-phones-pro-image-np1mlhxf.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A25Z&se=2026-10-31T02%3A43%3A25Z&sr=c&sp=r&sig=ULYL%2F4Hz8a2t9Yw5ewlZArnTK65LguH8I8X12tqYbZI%3D)
2. In the *Record Your Greeting* pop-up, enter a name for the greeting.
3. Click **Start recording** and record your greeting after hearing the tone.
4. After you're done recording, click **Click to finish recording**.

The system saves the voicemail greeting and it appears in the list of greetings.

After creating a new recording, you can:

- Click **Play** to play the recording
- Click **Edit** to edit the name of the recording
- Click **Delete** to delete the recording ![Voicemail greeting settings with options to record or upload a greeting.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-greetings-in-phones-pro-image-z69fu7xr.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A25Z&se=2026-10-31T02%3A43%3A25Z&sr=c&sp=r&sig=ULYL%2F4Hz8a2t9Yw5ewlZArnTK65LguH8I8X12tqYbZI%3D)

If you have a recorded MP3 greeting on your computer, you can upload it.

### Upload a voicemail greeting

1. Click **Upload (.mp3)**.
2. Select an MP3 file from your computer to upload.

After the upload is complete, you can see it in the list of greetings.

## Set up a hold queue greeting

When setting up hold queues for your main line, departments, or contact centers, you have the option to set hold greetings as well. To learn more about hold queue settings, see [Set up hold queues for call centers](/construction/docs/set-up-hold-queues-for-call-centers).

> [!WARNING]
> **Caution:** Hold recordings are divided into a *Greeting* and *Hold Music*. Greetings play in full and don't route the call until they're finished, and only after that the call enters the hold queue.

1. Go to **Admin Settings**.
2. Click **Office** and select **Main Line**, a **Department**, or an **Ai Contact Center** of your choice.
3. Navigate to **Business Hours & Call Routing**.
4. In the *Call Routing* section, click **Edit Call Routing**.
5. Go to the **Hold greeting** dropdown and select the greeting message you want callers to hear while they wait in your hold queue. This greeting plays entirely before the hold music starts and then the call can be answered.

You have three options to set a hold greeting:

- Select an existing MP3 from the dropdown list
- Record a greeting from your computer
- Upload a greeting from your computer ![Interface for selecting hold greeting options for callers on hold.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-greetings-in-phones-pro-image-ctmmbmkn.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A25Z&se=2026-10-31T02%3A43%3A25Z&sr=c&sp=r&sig=ULYL%2F4Hz8a2t9Yw5ewlZArnTK65LguH8I8X12tqYbZI%3D)

> [!NOTE]
> **Note:** You are also able to enable delay greeting that is played every configured amount of minutes while callers are in the hold queue.

## Configure Automated Response Menu and IVR Menu greetings

ARM and IVR greetings are set for cases when the call forwarding is set *To an automated response menu* or *To an IVR workflow*.

> [!NOTE]
> **Note:** IVR workflows have their recordings added in **Admin Settings > IVR Workflows**. This greeting is only for the ARM/IVR menu option. The IVR recording set while creating the workflow plays after the greeting. If you choose to use a welcome greeting separate from the menu recording ensure it does not duplicate any messages.

Watch the ARM-IVR Greetings video to learn how to configure these greetings.

[ARM-IVR Greetings Video](https://fast.wistia.net/embed/iframe/fnm5100716?web_component=true&seo=true&videoFoam=false)

To set up ARM and IVR greetings:

1. Open the call routing settings for the main line, a department, or a contact center of your choice.
2. On the *Call Routing* screen, in the *Routing Options* section, select **Other routing options**.
3. Select **To an automated response menu** or **To an IVR workflow**. ![Routing options for calls, highlighting automated response menu selection for efficient call management.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-greetings-in-phones-pro-image-grf9uyzu.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A25Z&se=2026-10-31T02%3A43%3A25Z&sr=c&sp=r&sig=ULYL%2F4Hz8a2t9Yw5ewlZArnTK65LguH8I8X12tqYbZI%3D)
4. Select, record, or upload a greeting. ![Settings for automated speech options and greeting upload for callers displayed.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-greetings-in-phones-pro-image-p4mhw88h.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A25Z&se=2026-10-31T02%3A43%3A25Z&sr=c&sp=r&sig=ULYL%2F4Hz8a2t9Yw5ewlZArnTK65LguH8I8X12tqYbZI%3D)

## Add a personal greeting

You can choose how the call is handled when you are on another call. This is a voicemail greeting for your direct inbound calls and does not affect the contact centers and departments you are assigned to.

Watch the Personal Greeting video to learn more.

[Personal Greeting Video](https://fast.wistia.net/embed/iframe/yceeiy2ci0?web_component=true&seo=true&videoFoam=false)

In *Your Settings*, in the *Call Handling & Voicemail* section, you can choose how the call is handled when you are on another call:

- **Call Waiting:** If you are on a call and someone calls your direct Dialpad number, you see a notification that you receive a second call and the option to answer or decline.
- **Play busy signal**: A busy signal tone is produced during a phone call.
- **Go to advanced routing options:** Select this option if you don't want to be notified of the call coming to your direct Dialpad number when you're on an active call. ![Call Waiting option](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-greetings-in-phones-pro-image-4aw0pans.gif?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A25Z&se=2026-10-31T02%3A43%3A25Z&sr=c&sp=r&sig=ULYL%2F4Hz8a2t9Yw5ewlZArnTK65LguH8I8X12tqYbZI%3D)

> [!NOTE]
> **Note:** The *Call Handling & Voicemail* section only applies to personal or direct Dialpad calls, not inbound call center calls.

In the *Advanced missed call routing* section, there are three available options:

- **To voicemail:** You receive a voicemail in your personal inbox in the Dialpad application.
- **To a message (no voicemail):** You can record or upload a message, but the customer can't leave a voicemail. ![Settings for advanced missed call routing options including voicemail and message settings.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-greetings-in-phones-pro-image-h1wxax9s.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A25Z&se=2026-10-31T02%3A43%3A25Z&sr=c&sp=r&sig=ULYL%2F4Hz8a2t9Yw5ewlZArnTK65LguH8I8X12tqYbZI%3D)
- **To a team member/room phone:** You are asked to specify a phone number to which calls should be routed. Click the **Enter** key to save the changes. ![Settings for advanced missed call routing options including team member and external number.](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/set-up-greetings-in-phones-pro-image-5z17d9n4.png?sv=2026-02-06&spr=https&st=2026-10-31T01%3A43%3A25Z&se=2026-10-31T02%3A43%3A25Z&sr=c&sp=r&sig=ULYL%2F4Hz8a2t9Yw5ewlZArnTK65LguH8I8X12tqYbZI%3D)
- **To a department, office, or call center:** You can specify which department or call center the call should be routed to if you are on a call.

## Want to learn more?

- See [Set call center hours](/construction/docs/set-call-center-hours)