Setting up the Music and Messages on each of your numbers is an essential step in creating a cohesive and pleasant 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 play some pleasant waiting music while waiting to be connected to an Aircall user.
With Aircall, only Admin users are able to set up these options on the number directly by logging into the Dashboard and selecting the number they would like to configure.
Let’s take a more detailed look at learning how to configure these options and what each option can do.
- First things first, log into the Aircall Dashboard.
- Click on Numbers in the navigation menu on the left-hand side of the screen.
- Select the Number
In the flow diagram of the number settings, you’ll see the following Music & Messages options listed if your line is open:
- Welcome Message
- Waiting Music
- Unanswered Call Message
If your number is closed, you will see the:
- After Hours Message
You can customize each message by clicking on the pencil icon located next to each option. When clicking on the pencil option you’ll be able to either write a message that will be saved as recorded text or you can upload a custom message from a file. If you should choose the text-to-speech option, you will be able to choose from 16 different languages and 15 different voice styles. If you do not like any of these options, you are also free to upload your own pre-recorded custom message.
You can also customize the music by clicking on the pencil icon and selecting from 12 different sounds in the Aircall Media Library. All of Aircall’s music royalty-free. If none of these options suit you, please feel free to upload your own music.
Keep in mind that all custom files must be under 2mb and in the mp3 format. If you’d like to record or convert a message on your own you can use online recording services which allow you to create and convert mp3 files such as Vocaroo or Online Convert. If you are familiar with audio recording, we recommend you use Audacity and export your audio file in MP3 format as described here. Note that Apple's software adds specific audio recording data that is not compatible with Aircall.
So, what do all of these messages do?
Each message that you can choose to activate has a specific purpose. It is not necessary to use all of the music and message options available and should be used based on your specific needs.
Here is a quick overview of each of these messages :
The Welcome Message is the first message that your callers will hear when they call your line. It can be as simple as, “Hello, thank you for calling Aircall, we will be with you shortly” to something more detailed. Your callers will hear this message before hearing the waiting music. This message is optional and can be turned on or off depending on your business needs. Please keep in mind that if it is enabled, your callers will have to listen to the entire message before being connected to an available Aircall user.
The Waiting Music will play after the Welcome Message and will be heard while your customers are waiting to be connected to an available agent. This message cannot be disabled but can be customized.
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. This option cannot be disabled but can be customized. You will find the Music on Hold in the advanced numbers setting page located at the top right-hand corner of the screen.
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. From this option, you can also enable the voicemail feature to allow your callers to leave you a message.
Unanswered Call Message
The Unanswered Call Message will play when your line is open and an Aircall user did not answer the call. This message cannot be disabled, but it can be customized. From this option, you can also enable the voicemail feature to allow your callers to leave you a message.
Setting Up Your Voicemail
In Aircall, voicemails are attached to numbers, not users. You can set up the voicemail on your line by either enabled the voicemail option through the After Hours Message, Unanswered Call Message or both.
You can turn on the voicemail by selecting one of the messages (or both) and clicking on the pencil icon to edit the preferences. Then, click on the greyed out button next to voicemail to activate the voicemail.
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.
👏🏻 That’s a wrap! You’ve now officially learned how to set up your music & messages.
Need a little more help? No problem! Just contact our Support Team and we are happy to help!