Sound Files and Playlists

What They Are

Sound files are audio recordings you upload once and reuse across the platform for greetings, hold music, voicemail messages, and whispers. Playlists group sound files together and control playback order, and the settings that play audio accept a playlist.

Sound Files

Each sound file has a name, an optional description, and the uploaded audio. recommended format is MP3 other supported formats are WAV, OGG, and FLAC and uploads are automatically converted to telephony-friendly versions. A sound file can also have filters, so it only plays when the call's data matches; this lets one playlist serve different audio to different calls.

Playlists

A playlist holds one or more sound files and a setting labeled "How should the sounds be sorted?" with three choices: search for the first matching sound in the order they are displayed, randomize the order each time one is selected, or cycle through each sound in the playlist round-robin.

When a playlist plays, the first file whose filters match the call is selected according to the sort mode.

Where Playlists Are Used

• Call Flows: the playlist played to the caller, the hold music playlist, the voicemail playlist used when an answering machine is detected.
• Agent statuses: custom hold music for agents. When no playlist is selected, agents hear a selection of classical music.
• Call control actions: whisper a playlist to call participants while a call is live. The whisper target can be the consumer, the buyer, both, or both plus the agent. Call control actions can alternatively speak text-to-speech instead of playing audio.