Applicable Plans: Sprout, Blossom, Garden, Estate

 

Welcome messages are the first interaction customers have with your business and it gives your business a professional look. You may also want different messages for different scenarios — the message you play to a customer when they call outside business hours would be different from the one you play during holidays. With Freshcaller you have a set of pre-recorded messages to choose from or you can create your own messages. 


To create a new message — 

  • Click on Admin > Messages > New Message

  • Give your message a name — Voicemail, call wait message, welcome greeting, etc.

  • You can create a message in three ways:

    • Record your voice: Click the Record button and speak into your computer mic and record your message.

    • Upload message: If you already have a pre-recorded message in the form of an audio file in mp3 format, click Upload and add your message.

    • Text to speech: Type your message using the text box and Freshcaller will read that message for you.

  • Select a message voice — whether you want a male or a female voice to read your text to speech messages.

  • Click Add Message



These messages can now be used with the numbers you have purchased, different numbers can have different messages associated with them. You can also use these messages while configuring your call center rules or call flows. At any point, you can edit your messages or search for them from your messages tab. 



TIP: How to setup a blank message?

To set up a blank message go to Admin > Messages > Text-to-speech and type a “.” (dot) under message. This can be used to provide a seamless transition without any welcome/hold/voicemail message played to the caller.


Here are some messages to help you get started: 

Welcome message: 

  • “Thank you for calling ‘ABC’ company, your satisfaction is our number one priority. Please choose from any one of the following options so that we can assist you, press 1 for support, press 2 for sales etc.

NOTE: Make sure you have an IVR setup before you use this message. 

Hold message:

  1. All our agents are currently supporting other customers, please hold while we try to assist you as quickly as possible. If you do not wish to wait, press * to leave a message and we’ll get back to you.  

  2. All our agents are currently busy, please hold on while we try to answer your call as soon as we can. You can also choose to email your query to <insert your support email>.

Business hours:

  • Thank you for calling ‘ABC’ company, we are unable to assist you at the moment, you can choose to leave us a message after the beep or call us during our business hours, which is from 9AM to 6PM, Monday to Friday. 

NOTE: Make sure you have configured your business hours

Holiday message: 

  • Thank you for calling ‘ABC’ company, we are sorry to inform you that we are closed from (date) to (date) on account of (insert reason — new years, christmas etc). Please leave a message and we’ll get back to you when we are back. 

NOTE: Make sure you have configured your holiday calendar