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Audio Management

Manage audio recordings used in your IVR flows, including greetings, menu prompts, hold music, and voicemail messages.

Administrator Access Required

Only users with Administrator or Manager privileges can manage audio recordings.

Accessing Audio Management​

Navigate to IVR from the sidebar, then select the Audio Library or Recordings tab.

Audio Types​

TypeUsage
GreetingsWelcome messages for callers
Menu PromptsInstructions for IVR menus
Hold MusicMusic played while callers wait
Voicemail GreetingsMessages before voicemail recording
AnnouncementsGeneral informational messages

Uploading Audio Files​

  1. Click Upload Audio button.
  2. Select your audio file from your computer.
  3. Enter a Name for the recording.
  4. Click Submit.

Supported Formats​

FormatExtension
MP3.mp3
WAV.wav
OGG.ogg

Audio Requirements​

  • Maximum file size: 10 MB
  • Recommended quality: 16-bit, 8kHz or higher
  • Mono recommended for clearer playback over phone lines
Professional Quality

For best results, record audio in a quiet environment with a quality microphone. Background noise is amplified over phone lines.

AI Text-to-Speech (TTS)​

Generate professional audio without recording:

  1. From the Generate with AI section click Generate.
  2. Enter the text you want spoken.
  3. Select a Voice from available options (male/female, accents).
  4. Preview the audio.
  5. Add a name to the recording.
  6. Click Save to add it to your library.

TTS Best Practices​

  • Write conversationally, not formally.
  • Spell out abbreviations (say "Support" not "Supp").
  • Add commas for natural pauses.
  • Test playback before using in production.

Example TTS Text:

Thank you for calling Acme Corporation. 
For Sales, press 1. 
For Support, press 2. 
For Billing, press 3. 
To speak with an operator, press 0.

Managing Recordings​

Playing Audio​

Click the Play button next to any recording to preview it.

Replacement Only

You cannot edit the audio content itself. Upload a new file to replace an existing recording.

Deleting Recordings​

  1. Click the Delete icon next to the recording.
  2. Confirm the deletion.
Check Usage First

Before deleting, verify the recording is not used in any active IVR flow. Deleting a recording in use will cause that IVR step to fail.

Using Recordings in IVR​

To use a recording in your call flow:

  1. Open the IVR Builder.
  2. Add or select a Play Audio node.
  3. In the Select Audio dropdown, select the recording you created.
  4. Save the IVR flow.

Organizing Your Library​

  • Consistent Naming: Use clear, descriptive names (e.g., "Main Greeting - Business Hours").
  • Categories: Assign appropriate categories for easy filtering.
  • Regular Cleanup: Remove unused recordings periodically.
  • Version Control: Name versions clearly (e.g., "Holiday Greeting 2024").