What the agent hears and sees when a call arrives tells them how to answer it. This page shows how to add a whisper that plays to the agent on pick-up, and how to choose the caller ID the agent sees.

Add a whisper

Note

To use the templated setup instead, see: Start from a template.

A Whisper is a short audio message played only to the agent the moment they pick up, before the caller can hear anything. It gives the agent instant context so they can tailor their response before saying hello. For example, “Call from Christmas Radio Campaign”.

  1. Open the Call Flow Builder

  2. Add the Whisper action

    A “New Call” flow has been created and it includes two + buttons, with the “Dial” option in between them.

    • Click the + button below the Dial destination.
    • Select Whisper from the Add-ons menu.

    Select Whisper from the Add-ons menu.

  3. Configure the whisper message

    Choose Text to Speech to type a message directly, or choose Tracking Number Whisper to assign a different audio file per tracking number from the Media Library.

    Choose Text to Speech to type a message directly, or choose Tracking Number Whisper to assign a different audio file per tracking number.

  4. Assign per-number whispers in the Media Library (if using Tracking Number Whisper)

    Select the audio file to play for that number.

🎉 Done. Agents will now hear the whisper the moment they pick up, before speaking to the caller.

Detailed guide: Start from a template
Detailed guide: Manage audio files
Detailed guide: Assign a call flow

Start from a template

Note

To build this call flow manually using the full Call Flow Builder instead, see: Add a whisper.

A Whisper is a short audio message played only to the agent the moment they pick up, giving them instant context, such as which campaign or tracking number the call came from, before they speak to the caller.

  1. Open the template picker

  2. Choose the Simple with Whisper template

    • Hover over Simple with Whisper.
    • Click Use template.

    Use template on the Simple with Whisper card.

  3. Select your destination number

    • The template is created and named automatically.
    • Click the Dial action and select the destination number you want calls forwarded to.

    Click the Dial action and select the destination number you want calls forwarded to.

🎉 Your call flow with whisper is ready. Assign it to a tracking number under Tracking > Numbers to go live.

Detailed guide: Assign a call flow
Detailed guide: Manage audio files

Mask the caller ID

Mask Caller ID controls what phone number appears on the agent’s screen when an inbound call arrives. Instead of always showing the caller’s real number, you can choose to display the tracking number, the destination number, or nothing at all (anonymous). Use it to help agents instantly identify which campaign a call came from, or to protect caller privacy when sending leads to third-party clients on a pay-per-call model.

  1. Open the Call Flow Builder

  2. Add the Mask Caller ID action

    • Click the + button under New Call.
    • Select Mask Caller ID from the Add-ons menu.

    Select Mask Caller ID from the Add-ons menu.

  3. Choose what to display on the agent's screen

    Select one of the three options:

    • Show Anonymous Caller ID: the agent sees no number (private/withheld).
    • Show Tracking Number as Caller ID: the agent sees the tracking number the caller dialed.
    • Show Destination Number as Caller ID: the agent sees their own destination number.

    If you don’t pick one, the action uses Show Anonymous Caller ID.

    The Mask Caller ID dropdown with its three options: Show Anonymous Caller ID, Show Tracking Number as Caller ID and Show Destination Number as Caller ID.

🎉 Done. Incoming calls on this flow will display the caller ID you selected.

Detailed guide: Assign a call flow