Call Flows & Routing
2 min read
Play a Message Before a Call Connects (Message Playback)
Message Playback plays a short recorded message to callers before their call goes through, for example “Calls are recorded for training” or a notice about holiday hours.
Last reviewed: October 2026
Set it up
- Go to Voice → Line Manager and click the number or extension. From the Incoming Calls menu, choose Message Playback.
- Tick Enable message playback feature on this line.
- Choose the Time Schedule: at all times, or during or outside one of your schedules (work hours, available hours and so on).
- Optionally set Seconds to wait after playing playback message before the call continues.
- Save.
Record the message
- From your desk phone or app, dial
*35and follow the prompts. Dial*36to hear it back. - Or click Click here to upload a WAV or MP3 file on the same page.
- Or use the link on that page to record it by calling from another phone.
Good to know: To write the message and have it read in a natural voice, make the file with AI Speech and upload it. Message Playback plays before everything else in the call flow, so callers hear it before any menu or voicemail.
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