Smartflows: Configure call messages and music (Audio, Waiting music, Voicemail, IVR)

Setting up music and messages for each number is an essential step in creating a cohesive and customized experience for your customers. These features allow you to inform callers when your lines are closed, when agents are busy, or simply play music while they wait to be connected.

This article explains each available message type and how to configure them in the Aircall Dashboard.

As an Aircall admin, you can configure these options by logging in to the Aircall Dashboard, navigating to Numbers, and selecting a number from the list.

Important: All custom audio files must be under 10 MB and in .mp3 format. You must record or convert the message externally, for example using an online recording or conversion service such as Vocaroo or Online Convert.

Note: Apple audio recordings include metadata that is not compatible with Aircall. If you record a message on macOS, make sure to convert or compress the file so the metadata is compatible.

For additional details, please see our article Audio files requirements and recommendations.

Message options available

The available message options can be configured from the Call distribution tab:

• Audio message
• Waiting music as part of the Waiting experience widget
• Voicemail message for when the call is unanswered or when the number is closed. This available via the Voicemail widget
• IVR message available via the Standard IVR widget or  Input IVR widget.

Type of message

For each message option, you can select from three different type of messages:

Audio message

The Audio message allows you to add messages at any point of your call distribution. For example, you could add a welcome message at the beginning of of every inbound call, before any waiting music. 

How to configure an audio message

Steps:

1. Go to the Call Distribution tab.

2.  Click on the Edit button on the top-right corner to open the Smartflow editor.

   

3. If you want to add a new message to your flow, click on the + button and select Audio Message. 

   

4. If you have an existing message you want to edit, click on the message you want to edit.
5.  Update the settings in the Audio message side-panel.
6. Click on Test and Play to hear the message.
7. Click on Publish to update the call distribution flow.

Waiting music

Waiting music plays after the Welcome message, while callers wait for an available agent. This option cannot be disabled, but it can be customized.

For more information, please see our article Smartflows widgets: The Waiting Experience widget

How to customize waiting music

Steps:

1. Go to the Call Distribution tab.
2.  Click on the Edit button on the top-right corner to open the Smartflow editor.
3. Click on the + button and select Waiting experience. 
4. Write the waiting experience title.
5. Select the source: audio library or custom file.
6. Select Publish to save.

Important: Waiting music cannot be removed, as it plays while inbound calls are ringing. You can edit it to use a standard ringing tone, but it cannot be deleted.

Voicemail message

You can use the Voicemail widget to create an unanswered call message (when a call isn't answered during open business hours) or an after-hours message. You can determine if it's an after-hours or unanswered message with the Time rule widget you configured in your flow, but you don't need to have a Time Rule widget in order to add a Voicemail widget.

How to configure the Voicemail message

Steps:

1. Go to the Call Distribution tab.
2. Click on the Edit button on the top-right corner to open the Smartflow editor.
3. Click on the + button and select Voicemail. 
4. Select the type of message.
5. Configure the message language, voice and duration.
6. Select Publish to see changes.

For more information, please see our article Smartflows widgets: The Voicemail widget.

IVR message

IVR messages guide callers in using their keypad. In Smartflows, there are two different widgets that use IVR-style messages, depending on the experience you want:

• Standard IVR widget: prompts callers to choose from a list of keypad options (e.g., “Press 1 for Sales, 2 for Support”).

• Input IVR widget: prompts callers to enter a free numeric input (e.g., customer ID, reservation number), then submits it using # or a fixed number of digits.

Important: IVR messages are required. If you change keypad options (Standard IVR) or input rules (Input IVR), update the message accordingly.

How to configure an IVR message

Steps:

1. Go to the Call Distribution tab.
2. Click on the Edit button on the top-right corner to open the Smartflow editor.
3. Click on the + button and select Standard IVR or Input IVR. 

4. Add or remove IVR options (branches).

5. Under Prompt message, select the type of message and write the message you want to play.

6. Click Test and Play to preview the message.

7. Under Retry management, choose whether to play a retry message, define how many times it repeats, and optionally play a custom message after repeated invalid inputs.

8. Click Test and Play to preview the message.

9. Click Publish to apply your changes.

Important: After the IVR message plays, callers have 3 seconds to make a selection before it is treated as no input.

Important: The No input and Wrong input branches must be connected to a valid next step. An Audio message or Voicemail widget is required to avoid flow errors.

Callback request confirmation message

If you are subscribed to the Professional plan, you can enable Callback requests. A confirmation message can be configured for this feature. Please see our article Managing callback requests for more information.