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Use soundboard messages

Create and use pre-recorded soundboard messages to use with the click of a button during queue and outbound queue calls so your time can be spent where it has the greatest value. This feature may not be available with your plan.
Before you begin: You must be set up as a user and be assigned the agent role.
  1. Sign in to the desktop or web app.
  2. From Contact Center > Agent > Dashboard, select Settings gear iconSoundboard messages.
  3. To add a new recording, select Record new message, complete each field, and then select Save when finished.
  4. To edit or delete an existing recording, select the desired entry from either the Active or Archived tabs, make the needed changes (such as updating the tags, re-recording the audio, archiving/unarchiving the file, or deleting the file), and then select Save when finished.
  5. To use a recording on an active call, select Soundboard from the sidecar panel of the softphone, choose the recording you want to use, and then select either Play to run the recording and then continue the conversation or Play and hang up to end the call after the recording plays.
    Note: Only active soundboard messages will display in the sidecar list to choose from. If you want to use an archived recording, you will need to restore the entry.
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