Setting up the Music and Messages on each of your numbers is an essential step in creating a cohesive and custom experience for your customers.

Configuring these features allows you to communicate to your customers when your lines are closed, your agents might be busy, or to simply play some pleasant waiting music while waiting to be connected.

In this article, we will demonstrate each feature and show you how to customize your messages.

As an Admin user, you will be able to easily configure these options directly in the Aircall Dashboard. Once you have logged in, navigate to the Numbers section and select a number in the list to edit.

Classic Number

If you are configuring a Classic Number, under the Call Distribution tab, you will see the following message options:

  • Welcome message

  • Waiting music

  • Music on hold

  • Unanswered call message (includes voicemail option)

  • After-hours message (is active if the number is closed. Includes voicemail option.)

IVR Number

If you are configuring an IVR number, under the Call Distribution tab, you will see the following message options:

  • Welcome message

  • IVR message (replayed if no IVR option is selected)

  • After-hours message (is active if the number is closed. Includes voicemail option.)

Welcome message

This is the message that will play at the beginning of each call. Callers will hear this message before hearing the Waiting music. The caller must listen to the entire Welcome message before the call can proceed. It is best to keep this message short. You may enable or disable this message by toggling the message ON or OFF in the settings.

How to configure a Welcome message:

  • Select the more menu to expand the Edit option.

  • Choose the Type of Message to be played - Text to Speech or a Custom file.

Text to Speech message:

With the text-to-speech message option, you can type a message that will be saved as pre-recorded text. Select a language and voice style to customize your message. You may also preview the configured message before confirming.

Custom Message:

With the custom message option, you will be able to upload a custom .mp3 file of your choosing. You will need to record the message through a professional recording application.

Once you are finished configuring your Welcome message, select Confirm to save.

⚠️ Please Note: All custom files must be under 10mb and in mp3 format. However, you'll need to record or convert a message on your own and can do so by using an online recording service such as Vocaroo or Online Convert.

⚠️ Note that Apple's software adds specific audio recording data that is not compatible with Aircall and will need to be converted. Please make sure that if you record the message via macOS, send it through a converter or compressor to ensure the metadata is compatible.

Waiting Music

This is the music that a caller will hear after the Welcome Message has played. Callers will hear this music while waiting for their call to be answered by an available agent. This message cannot be disabled but can be customized.

How to configure Waiting Music:

  • Select the more menu to expand the Edit option.

  • Choose the Music type for your waiting music.

  • You may select an option from our Audio library or select a Custom file.

Once you are finished configuring your Waiting Music, select Confirm to save.

Music on Hold

The Music on Hold differs from the Waiting Music as it will only play when you put a customer on hold or transfer them to another team or teammate. As with the Waiting music, you can choose from a selection in our Audio library or a Custom file. This option cannot be disabled.

Unanswered Call Message

The caller will hear this message if their call is not answered when business hours are open. This option cannot be disabled.

How to configure the Unanswered Call message:

  • Select the more menu to expand the Edit option.

  • Enable or disable the option for callers to leave a voicemail after the message is played by toggling the switch ON or OFF.

  • Select the Type of Message to be played. Follow the message type instructions for text-to-speech or custom messages.

Once you are finished configuring your Unanswered Call message, select Confirm to save.

After Hours Message

The After Hours Message is the message that your customers hear when you have closed your line or when they have called outside of your set business hours. This message cannot be disabled but is customizable.

How to configure the After Hours message:

  • Select the more menu to expand the Edit option.

  • Enable or disable the option for callers to leave a voicemail after the message is played by toggling the switch ON or OFF.

  • Select the Type of Message to be played. Follow the message type instructions for text-to-speech or custom messages.

Once you are finished configuring your After Hours message, select Confirm to save.

IVR Message

An IVR message is a message that communicates to your customers which keypad button to select to reach a specific team or department. IVR messages are not optional. Note that you will need to change this message if you change any keypad options in the call distribution.

How to configure an IVR message:

  • Select the more menu to expand the Edit option.

  • Select the Type of Message to be played. Follow the message type instructions for text-to-speech or custom messages.

Once you are finished configuring your IVR message, select Confirm to save.

Voicemail

In Aircall, voicemails are attached to numbers, rather than users. The voicemail option is available through the After Hours and Unanswered Call messages. This can be enabled or disabled, based on your preference. You can toggle this ON or OFF from the message settings or directly in the call flow.

Where do voicemails appear?

Voicemails will appear in the inbox section of your application. Only the users and teams that are assigned to the call distribution of the number will receive voicemail notifications for that number. From there, you can listen to the voicemail, call the customer back, and archive the message.

💡 Pro tip: If you would like to access voicemails or call data from a number you are not assigned to, check out the Outgoing Calling Only option.

Callback Request Confirmation Message

If you are subscribed to our Professional plan, you will have the option to enable Callback Requests. Please visit this article for more information on how to configure the Callback Request confirmation message.


Still in need of assistance? Please feel free to reach out to the Support Team and we’ll be happy to assist!

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