Prompts and hold music

Upload, record or render the prompts and hold music your call flows, queues and voicemail play, and see where each one is used.

Prompts & music (Call handling › Prompts & music) is your organization's audio library. Everything that plays audio to a caller picks from it: call-flow nodes, queue hold music and hold messages, extension ringback, conference rooms and voicemail greetings.

The library has two kinds of audio:

• Prompts are spoken messages: a greeting, a menu, an after-hours notice. Each prompt keeps a transcript.
• Music is what callers hear while they wait.

A read-only System library sits beside your own. It holds Hey Quad's hold music, the standard ringback and beep tones, and a set of standard prompts such as "Please hold while we connect you."

Add a prompt

Click New prompt and choose how to make it:

• Upload. Use a WAV, MP3, FLAC, OGG or M4A file, up to 50 MB and 10 minutes long.
• Text-to-speech. Type the text (up to 600 characters), pick a voice, then press Preview to hear it before you save. Text containing {{…}} variables can't be rendered, because it changes on every call. Keep those as a text-to-speech prompt inside the flow.
• Record in browser. Allow the microphone, record, play it back and save.
• Record by phone. Dial a code from your extension. This is coming in a later release.

Hey Quad then processes the audio. It sets the volume to a consistent level, trims silence from the start and end, converts it for phone calls and transcribes it. The row shows processing… for a few seconds and then ready.

If a prompt can't play on a call, for example because it was deleted, callers hear its transcript read aloud instead. Keep transcripts accurate: click Edit next to the transcript on the prompt's page.

Add hold music

Click Upload music. A track can be up to 30 minutes long.

Before you upload, you must confirm that you own the audio or hold every license needed to play it to callers on hold, including a public-performance license (for example from ASCAP, BMI, SESAC or GMR). Hey Quad doesn't license music for you. If you don't have those licenses, use a track from the System library.

To use a system track as your organization's default, open the System library tab and click Use as org default.

Use audio in a call flow

Every audio field in the flow editor uses the same picker. Search, play any item inline, and choose from the Prompts, Music and System tabs. + New prompt… and + Upload music… open the dialogs above, and the new audio is selected when you save.

Prompt fields on Play prompt or audio, Collect digits, Collect speech and Capture speech have two modes:

• Text-to-speech reads text aloud on every call, so {{vars.x}} variables work.
• Library audio plays a prompt from the library.

In text-to-speech mode, Render to library… saves fixed text as a prompt and switches the field to it.

On the canvas, a node shows its audio as a chip with the name and length. Hover over the chip to see the transcript. A red chip means the audio is missing, failed or still processing. The flow won't publish until you fix it.

Defaults and inheritance

The Settings tab sets:

• Default hold music, used by queues, rooms and extensions that don't choose their own.
• Mid-call hold music, what a caller hears when someone presses Hold during a call.
• Default voice for new text-to-speech.

Fields that can inherit show Inherit: … as their first option.

Change, roll back, delete

• Replace with upload/recording…, Change voice… and Edit text… each create a new revision. Everything that uses the audio plays the new revision once it finishes processing.
• To go back, find the old revision under Revisions and click Make current.
• Used in lists every flow, queue, room, extension and voicemail box that plays the audio, with links.
• You can't delete audio while something uses it. Change those places first. A deleted item can be restored for 30 days.

Storage

Library audio counts toward your organization's storage, which includes 1 GB per seat. The library holds up to 2 GB and 500 items. The usage bar at the top of the page shows where you stand.

Who can do what

• Everyone in the organization can listen to the library and pick audio in the flows they can edit (Use prompts & music).
• Owners and admins can also create, replace, delete and set the defaults (Manage prompts & music).
• A voicemail greeting you record for your own box is a personal prompt. You can manage it without that permission.