Hold music is a key tool for improving user experience when they are in a queue or while transferring to a human agent. With Callbot, you can easily customize what plays during these moments, reinforcing your brand image and making the wait more pleasant.

Steps to Add Hold Music

Access the Callbot Editor Go to the main menu in Botmaker, access your Callbot, and choose the bot to which you want to add hold music.

Access the Identity and Preferences Section On the left toolbar, select “Identity and Preferences,” and find the “Hold Music or Tone” option.

Upload Your Audio File or Select from Our Sound Library Select “Upload or drag an audio” and upload the music track in mp3 or wav format as supported. We suggest using a short clip, moderately volumed and copyright-free.If you want to use one of our sound library tracks, you can pre-listen to the track and select it.

Publish and Test the Result Ensure you publish the changes and conduct a test. Call your Callbot, simulate a transfer to an agent, and verify that the chosen music plays while waiting.

Best Practices

• Choose a pleasant melody that does not cause anxiety or discomfort.
• Avoid songs with lyrics to keep the communication neutral.
• Change the music periodically to refresh your users’ waiting experience.

Remember to visit our Help Center for further information.