Hi Dialpad Super Admins! Understanding how Welcome Greetings and Voicemail Greetings function in Dialpad can be crucial for crafting a seamless calling experience for your team and callers. Let's delve into the details.
Welcome Greetings
These friendly prompts play when callers reach your Main Line or Department before anyone picks up. They serve as your first impression and can:
- Set expectations: Inform callers about wait times, business hours, or alternative contact options.
- Direct callers: Guide them to relevant extensions or departments using the keypad.
- Brand your business: Create a professional and welcoming introduction.
These messages play when calls to your Main Line or Department go unanswered or after business hours. They can:
- Provide contact information: Offer alternative ways for callers to reach you, like email or another department.
- Record messages: Let callers leave voicemails for specific individuals or teams.
- Promote your business: Extend branding even when calls are unattended.
Key Differences
1. Trigger: Welcome Greetings play before voicemail, while Voicemails play when calls go unanswered.
2. Customisation: Both can be customised with recordings.
3. Purpose: Welcomes guide callers while voicemails offer contact options when calls are missed.
Using Greetings Effectively
Keep it concise: Aim for greetings under 30 seconds to avoid caller frustration.
Be clear and professional: State your business name, purpose, and next steps for callers.
Brand your message: Use company greetings to reflect your personality and values.
Optimise for different scenarios: Create separate greetings for business hours, off-hours, and holidays.
Managing Greetings
Dialpad Super Admins can access and manage both Welcome and Voicemail Greetings for Main Lines and Departments within the Dialpad Admin Panel. You can:
Upload or record audio messages.
Set different greetings for various scenarios.
Assign greetings to specific departments apart from the main line.
Mainline or Department welcome greeting
Set a welcome greeting for callers during open hours. It defaults to no greeting, and upon activating you have the option to record or upload an audio file to use.
To customise your welcome greeting, first, head to your Mainline Settings
1. Navigate to Business Hours & Call Routing
2. Select Edit Call Routing
3. Navigate to Open Hours or Closed Hours Welcome Greeting
4. Upload or record your new greeting, then select it from the drop-down menu
Mainline or Department voicemail
Set a voicemail greeting that your clients will hear if your fallback option is directly to voicemail or leave a voicemail as in an automated response menu.
To set your mainline or department voicemail, first, head to your Mainline Settings.
1. Navigate to Business Hours & Call Routing
2. Select Edit Call Routing
3. Navigate to Voicemail Greeting (it's at the bottom)
Here, you have the option to use Dialpad's default voicemail greeting, to record your own greeting, or even upload an audio file.
To hear your current voicemail greeting, select the blue play arrow.
If you're recording a custom voicemail greeting, it must be 45 seconds or shorter in length.
You can always rename or delete a voicemail greeting after listening to it. If you're uploading an MP3 file, it cannot be any larger than 10 MB.
Remember: Consistent and informative greetings enhance your professional image and ensure callers have a positive experience even when reaching voicemail.
If you are setting up your Dialpad Personal Voicemail, head on over to this article