Hold music is what your caller will hear while waiting for an agent to answer.
Getting started
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.
Uploading custom hold music in call flows
Follow these instructions to upload custom hold music to a Queue step.
- Select Upload hold music in the hold music dropdown in a Queue Step.
- Drag and drop your file, or select Add file in the window. When you're finished, select Upload to add your music.
- Once you upload custom hold music, a Custom Hold Music label will appear to help differentiate between standard hold music and the custom hold music you uploaded.
Managing custom hold music
You can also upload and edit custom hold music from the Workflow page.
- Select the Settings icon on the left navigation bar.
- Choose the company where you'd like to manage your hold music.
- Select Workflow at the top of the page.
- Choose Hold Music from the Manage header on the left.
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 using the trash can icon to the right of each file.