If you play a welcome recording on incoming calls, your salespeople can now start receiving the call while the contact is still listening to it. As soon as a salesperson answers, the recording stops and both of them hear each other from the very first second.
1. What it's for
Until now, the welcome recording played in full before any salesperson was alerted. If the recording lasts several seconds, many contacts returning a missed call hang up before anyone's phone rings, and that opportunity is lost.
With this option on, the recording and the alert to your salespeople happen at the same time, so the contact waits less.
2. How it works
With the option on
- The contact calls and starts hearing the welcome recording.
- At the same time, the call starts ringing for the available salespeople.
- When a salesperson answers, the recording stops immediately and they're connected, with no silence.
- If several salespeople answer at once, only one of them gets the call.
- If nobody answers before the recording ends, the contact keeps waiting with the usual waiting tone, as before.
With the option off (default)
Nothing changes: the recording plays in full and salespeople receive the call once it ends.
Legal notices: if your welcome recording is a legal or consent notice (for example, "this call may be recorded"), keep the option off. That kind of notice has to be heard in full.
3. Where to turn it on
The option sits right below the Incoming call recording, with the label "Let agents answer while the recording plays". It only shows up once an incoming call recording has been uploaded.
For the whole account
Go to Settings > Account > Phone > Audio Recordings, turn on the switch below the incoming call recording, and click Save changes.
For a Sales Brain (Playbook)
Open the Sales Brain (Playbook), go to its Configuration, and find the Audio Recordings section. If that Sales Brain (Playbook) has its own incoming call recording, you'll see the switch below it. Turn it on and click Save changes.
Which option applies
Each switch belongs to the recording right above it:
- If the Sales Brain (Playbook) has its own incoming call recording, its own switch is used.
- If it doesn't (it shows Using global default), the account's recording and the account's switch are used.
4. Good to know
- Call recording: calls answered with the option on are recorded from the moment the salesperson answers, with the salesperson and the contact on separate channels, so the transcription still tells them apart. The welcome recording isn't part of the call recording.
- Analytics: if you turn the option on for the account or for a Sales Brain (Playbook), the Hold time metric includes the time the contact spends hearing the welcome recording, because salespeople are already receiving the call during that time. Calls from before the option was turned on aren't recalculated.
- WhatsApp calls: not affected.
- Deleting the account recording: removing the incoming call recording from Settings > Account > Phone > Audio Recordings now actually deletes it. If you delete it, the switch goes back to off.
Conclusion
If your welcome recording is informational rather than a legal notice, turning this option on cuts the contact's wait and keeps them from hanging up before they talk to a salesperson. You can turn it on per account or per Sales Brain (Playbook), and if you leave it off everything works exactly as before.
Relevant scenarios
- Contacts returning a missed call: they often hang up if they have to sit through a long recording before anyone answers. With the option on, a salesperson can pick up while the recording is still playing.
- High volume of incoming calls: every second of waiting counts. Letting salespeople receive the call during the recording shortens the time to the first conversation.
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