Custom Hold Music

This article is about the new version of Lead Center. For information about our original Lead Center offering, check out these support articles

Getting Started

Hold music is what your caller will hear while they wait for an agent to answer their call. While there are six standard options that come with the feature, you can also upload custom hold music directly from the Queue step in the Call Flow Builder. You can find resources on how to build call flows here

We accept .mp3 and .wav audio files. The maximum size is 20MB.

Custom Hold Music in Call Flows

You can upload custom hold music from the bottom of the hold music dropdown in a Queue Step.


Selecting this option, you can drag and drop your file, or click Add file in the window. When finished, click Upload to add your music.


Once custom hold music has been uploaded, you will see a Custom Hold Music label appear to help differentiate between Standard hold music and the custom hold music that you uploaded.


Hold Music Management

You also have the ability to upload and edit custom hold music from the Hold Music page in Account Settings. You'll find the account settings by clicking the Account icon in the upper left-hand corner of your page. 


Under the Recordings heading at the bottom of the left-hand settings navigation, you’ll see Hold Music.

On this page, you can manage hold music files that have already been uploaded directly from the call flow builder and upload new audio files that you can use later when creating or updating a queue step. You will find the Upload hold music button in the upper right-hand corner of this page.

If you need to remove a file, you can also delete any uploaded files from this page, as long as the file is not actively used in a call flow. You can do so by clicking on the trash can icon to the right of each file.