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, 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.
Make sure to set your call center business 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.
Go to your Dialpad account.
Click Admin Settings and select Main Line, a Department or an Ai Contact Center of your choice.
Click Business Hours & Call Routing. The section expands.
In the Call Routing section, click Edit Call Routing.
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.
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: There is no default greeting for the welcome greeting. You can only select previously added greetings.
Select a welcome greeting
Open the call routing settings for the main line, a department, or a contact center of your choice.
On the Call Routing screen, in the Open Hours Welcome Greeting section, 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.
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
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.
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.
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
Open the call routing settings for the main line, a department, or a contact center of your choice.
On the Call Routing screen, in the Voicemail Greeting section, select an existing MP3 from the dropdown menu.
Record a voicemail 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 Play to play the recording
Click Edit to edit the name of the recording
Click Delete to delete the recording
If you have a recorded MP3 greeting on your computer, you can upload it.
Upload a voicemail 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.
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.
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.
Go to Admin Settings.
Click Office and select Main Line, a Department, or an Ai Contact Center of your choice.
Navigate to Business Hours & Call Routing.
In the Call Routing section, click Edit Call Routing.
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
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: 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.
To set up ARM and IVR greetings:
Open the call routing settings for the main line, a department, or a contact center of your choice.
On the Call Routing screen, in the Routing Options section, select Other routing options.
Select To an automated response menu or To an IVR workflow.
Select, record, or upload a greeting.
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.
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.
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.
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.
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.