Customizing Hold Music

When you place a call on hold, a default system file plays music to indicate the caller is still connected and waiting for you to return. This feature is currently available on our Sales Engage, Enterprise, and Connect plans.

If you wish to change the default audio that plays for callers who are on hold:

1. Navigate to Settings → Account Settings, then click or scroll to the section labeled Hold Settings.
2. Click the cloud icon in the Custom Hold Music field.
3. In the pop-up that appears, click the System Recordings tab to view all available presets.
   • If you have a different file you’d prefer to use, follow the instructions here to manage your own audio files in the account.
4. Add the Max hold time to set a limit on how long a caller can stay on hold. The default is 2 hours.
5. Add tags for callers who exceed the max hold time. This is optional. 
6. Select the ring back route type from the drop-down list to automatically take the caller off hold and start dialing the selected route.