---
title: "What is causing an automated message to play when answering or making calls through DialPad, and how can it be removed?"
slug: "what-is-causing-automated-message-play-when-answering-calls-dialpad-remove"
updated: 2026-10-15T01:11:58Z
published: 2026-10-15T01:11:58Z
canonical: "help.servicetitan.com/what-is-causing-automated-message-play-when-answering-calls-dialpad-remove"
---

> ## 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.

# What is causing an automated message to play when answering or making calls through DialPad, and how can it be removed?

## Problem

Users hear an automated message on all calls before getting connected to an agent.

## Solution

The automated messages can be set and removed by editing the *Business Hours & Call Routing* or the *Advanced Settings* of the main line, contact centers, or departments.

### Edit the Call Routing

1. Go to [DialPad](https://dialpad.com/settings) and click **Admin Settings**.
2. Click **Main Line**, **Departments,** or **Ai Contact Centers**.
3. Go to **Business Hours & Call Routing** and click **Edit Call Routing**.
4. In the *Open Hours Welcome Greeting* section, check if there is a message you want to remove. If not, proceed to the next steps. ![In the Open Hours Welcome Greeting section, check if there is a message you want to remove](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/what-is-causing-an-automated-message-to-play-when-answering-or-making-calls-through-dialpad-and-how-can-it-be-removed-image-u29bme6b.png?sv=2026-02-06&spr=https&st=2026-10-31T04%3A48%3A59Z&se=2026-10-31T05%3A48%3A59Z&sr=c&sp=r&sig=q63iFv%2F9NYZi34hArqxsmvGkrXDewZps88YB9IWj5vk%3D)

### Edit the Advanced Settings

1. Go back to the **Main Line**, **Department,** or **Ai Contact Center** screen.
2. Select **Advanced Settings**.
3. In the *Automatic Call Recording and Transcription* section, check the *Call recording greeting* for *Inbound Calls*. Remove it, if needed. ![From the Call recording greeting dropdown, select No Message](https://cdn.document360.io/961862ab-d0f2-4d91-bb62-a62ee8184eff/Images/Documentation/what-is-causing-an-automated-message-to-play-when-answering-or-making-calls-through-dialpad-and-how-can-it-be-removed-image-3eqjvktf.png?sv=2026-02-06&spr=https&st=2026-10-31T04%3A48%3A59Z&se=2026-10-31T05%3A48%3A59Z&sr=c&sp=r&sig=q63iFv%2F9NYZi34hArqxsmvGkrXDewZps88YB9IWj5vk%3D)
4. Conduct a test call to ensure the automated message no longer plays.

Automatic recording of all inbound and outbound calls logged against the customer record in ServiceTitan.

**What it does:** Provides a permanent, searchable audio record for dispute resolution, training, and quality assurance.

**Tags:** Phones Pro

[See the full glossary →](https://help.servicetitan.com/docs/glossary-overview)