Whispers

Whispers - Prepare your agents on where the call is coming from

Whispers are brief custom audio messages that your agents hear upon answering the phone. They equip your agents with crucial information about the incoming call before interacting with the caller. This info can cover details like the caller’s identity, the call source (like a marketing campaign or a specific phone line), the purpose of the inquiry, or any other pertinent context. Call whispers act as a swift briefing or reminder, empowering agents to customize their responses and handle the call more efficiently.

For example, f you're using a tracking number exclusively for a radio advertisement, when callers use this specific tracking number to reach you, your agents will hear "Call comes from Christmas Radio Campaign." Briefing your agents on the origin of the call can assist them in providing more tailored assistance.

Set up Whispers

Step 1. Go to Tracking > Call Flows and click on the '+ Add' symbol to start a new call flow.

Otherwise, click on the call flow you want to add a whisper message.

Step 2. Click on the '+' button below the Dial destination and select the 'Whisper' add-on.

Step 3. Configure your Whisper Messages. You can choose between playing a whisper you have set up in the Media Library (Tracking Number Whisper) or setup a text to speech whisper.

Tracking Number Whispers: For each tracking number using the call flow, you will need to access the Media Library to assign a whisper message to it.

Step 4. Once in the Media Library, assign a whisper message to each tracking number in your call flow by clicking on the '+' plus sign and selecting one from the drop-down menu.

Step 5. If set up correctly, your Whisper in the call flow should look something like this:

🎉 That's it. Whenever somebody calls you, a whisper will play so you are better prepared to handle the call.

Updated on: 01/08/2025