Set welcome greetings for call centersLast updated on 03/22/2022
Set up Phones Pro to play a prerecorded welcome greeting when customers call. You can set separate greetings for your open and closed hours.
Things to know
Welcome greetings are disabled by default. Without a welcome greeting enabled, callers are routed based on your call routing rules.
Make sure to set your call center business hours so that incoming calls are correctly routed during and outside your business hours.
Open call routing settings
Go to the navigation bar and click Phones Pro to open the embedded dialer. Note: If you don’t have the embedded dialer enabled, sign in to your Dialpad account and skip to step four.
In the Phones Pro embedded dialer, click the Wrench icon.
Phone Preferences opens.
Click View Dialpad Settings.
Your Dialpad profile opens in a new tab.
In Dialpad, go to Admin Settings > Call Centers. If you have multiple call centers, click the call center you want to set routing rules for.
Click Business Hours & Call Handling. The section expands.
In the Call Routing section, click Edit Call Routing.
The Call Routing screen opens.
Set 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 also set separate open hours and closed hours greetings.
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
Select a welcome greeting
Select an existing MP3 from the dropdown menu.
Record a welcome greeting
Click Record a greeting.
In the Record Your Greeting pop-up, enter a name for the greeting.
Click Start recording and record your greeting after hearing the tone.
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 the Play icon to play the recording
Click the Edit icon to edit the recording
Click the Delete icon to delete the recording
If you have a recorded MP3 greeting on your computer, you can upload it.
Upload a welcome greeting
Click Upload (.mp3).
Select an MP3 file from your computer to upload.
After the upload is complete, you can see it in the list of greetings.
Want to learn more?
Visit ServiceTitan Academy to enroll in Phones Pro Essentials for Admins
Important note: Some features may not be currently included in your account and additional configuration may be required. Please contact technical support for details.
Disclaimer: Information provided in this article is for informational purposes only and it should not be construed to be legal advice. Information provided in this article may also not constitute the most up-to-date legal or other information. You should not act or refrain from acting on the basis of any information in this article to meet any compliance requirements without seeking independent legal or other professional advice.