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How do I add a sound clip to a call queue for agents or callers?

Give agents additional context on an incoming call by playing a sound clip before they are connected to the caller, or play a periodic message in addition to hold music for callers waiting in the queue.
Before you begin: You must be set up as a user and be assigned the Admin role. This can also be done from your admin portal if you have access permissions.

Play sound clip to agents in a call queue

  1. Record or upload your sound clip.
  2. Sign in to our GoTo desktop/web app.
  3. From Contact Center > Admin > Call Queues, select the queue that needs a Pre-Call Announcement.
  4. From Queue Behavior > Agent Settings, select the desired Pre-Call Announcement sound clip.
  5. Click Save.

Play sound clip to callers in a call queue

  1. Sign in to our GoTo desktop/web app.
  2. From Contact Center > Admin > Call Queues, select the queue that needs a Periodic Announcement Message.
  3. From Queue Behavior > Caller Settings, select the desired Periodic Announcement Message sound clip.
  4. Set the desired Periodic Announcement Frequency (how often the sound clip will play).
  5. Optional: Enable Say Hold Time to include the estimated hold time with the sound clip.
  6. Click Save.