Articles on: Call Flows

How to set up call greetings

IMPORTANT: If you record calls in one or more EU countries, you must obtain the caller's explicit consent before recording begins. An opt-out alone is not sufficient under EU law. Use a Call Greeting to play a consent message before the call connects.

A Greeting is an audio message played to the caller before they are connected to an agent. Use it to set a professional first impression, confirm the caller has reached the right place, share business hours, or obtain recording consent.

Step 1. Open the Call Flow Builder

Go to Tracking > Call Flows.
Click + Add to create a new call flow, or click an existing call flow to edit it.

Step 2. Add the Greeting action

Click the + button on the canvas.
Select Greeting from the Add-ons menu.

Step 3. Configure the greeting message

Choose Media Library to use an audio file you've already uploaded, or select Text to Speech to type a message.
If using text to speech, also select the language and voice.

Step 4. Add a routing action to complete the flow

Click the + button below the Greeting action.
Select Dial (or another routing option) to connect the call after the greeting plays.

For a richer experience, combine Greeting with Keypad Entry so callers can press a key to reach a specific department before connecting.

🎉 Done. Every caller will now hear your greeting before being connected.

Detailed Guide: How to add a keypad entry (IVR)

Detailed Guide: How to access the media library

Detailed Guide: How to assign tracking numbers to call flows

Updated on: 01/04/2026

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