How to setup a greeting and hold music for incoming calls on Call Center campaign?

A good greeting message will keep your inbound callers on the line and prevent churn. Here's how to set it up on your call center campaigns.

While setting up Inbound calls in a Call Center campaign, you need to add a Greeting message and a Thank you message. 

Welcome Message - If a contact misses a call dialed from the campaign and calls back, the system will greet the contact with a welcome message. Here, you may add a pre-recorded audio or a Text to Speech message. Additionally, you can choose the default welcome message that is available on your account. 

Now, agents who are not a part of the campaign can call back to the Campaign's Caller ID. This means if a contact is calling the campaign from a different number than the one they were called on, they will still be connected to the agent on the campaign. 

Maximum Hold Time - The time from which the contact is connected to the system on the incoming call to when the call is received. The minimum hold time is 30 seconds, and the maximum hold time is 300 seconds. 

Thank you Message - If an agent has called back and no agents are available to take the incoming call, the system waits for the Hold time to elapse and hangs up the call by playing the Thank you Message. In addition, the campaign manager can choose to add a pre-recorded audio or a Text to Speech message.

Once the call is disconnected, the system will call the contact as soon as an agent assigned to the campaign is available. This will be an Automated Callback from the system.

If the contact calls back to the number outside the Operational Hours of the campaign, the call will be disconnected and added to the queue. The system will then call the contact when the campaign is in Operational Hours, and an agent is logged in to the campaign. Click here to know more.