Customise recordings

You can add custom recordings for a few different call scenarios throughout Cradle.

Anywhere that Voicemail is selected in Roles or Routing, or Voice Menu in Routing you can customise what plays to the caller. It adds a nice little touch of personalisation for your callers when then first call you in the case of a Voice Menu, or if they don't get through to a human in the case of Voicemail. We have your back with default recordings, but we reckon it's much better to do your own. Try out your voice acting chops by following the instructions below!

Record your file

To set your custom recordings, first you will need to record them. We accept files in .mp3 and .wav format. If you need help for your particular computer, we recommend Googling. You could also use the voice recorder app on your mobile.

Note, that the finished file must end with either a .mp3 or .wav extension, and it must be less than 10 MB. If your recording is not in these formats you must convert it (do not change the file extension as this will not work).

Routing - Voice Menu Recording

Every time a voice menu for a Route is required an appropriate Cradle voice recording will be played by default. You can replace the default message with your own personalised recording. 

There are two places where you can change voice menu recordings:

  • Voice menu for each Route when you have selected voice menu during hours.
  • Voice menu for each Route when you have selected voice menu after hours.

To upload your file, follow these steps in go.cradle.io:

  1. Click on Routing.
  2. Choose the Route you want to adjust from the top menu.
  3. Select During Hours or After Hours.
  4. At the bottom of the window, select Choose File, then select the file you have created.
  5. Select Save, and your file will be uploaded. 
  6. Repeat steps 2 - 5 for all of your Routes.

Role Voicemail Recording

If a user calls during hours and is put through to a Role (e.g., the sales team), but no one in that Role is available to answer, the caller will be put through to voicemail.

To upload your custom voicemail message, follow these steps in go.cradle.io:

  1. Click on Roles and select a specific Role.
  2. Scroll to the bottom of the page and click choose files.
  3. Upload the file you have created from your computer and click save.
  4. Choose the from the users in your account who you want to receive the voicemail by email.
  5. Repeat steps 1 - 4 for each Role in your account.

Route Voicemail for After Hours

Every time a call is made to an Route outside of business hours and Just Voicemail is selected, an appropriate Cradle recording will be played by default. You can replace the default message with your own personalised recording. 

To upload your custom voicemail message, follow these steps in go.cradle.io:

  1. Click on Routing.
  2. Click on the Route you want to add the voicemail for. 
  3. Select After Hours.
  4. Make sure just voicemail is selected and then at the bottom of the window, select Choose File.
  5. Select the file you have just created off your machine and upload.
  6. Click Save.
  7. Select the email of someone in your team for any voicemails for that office to be emailed to.
  8. Repeat steps 1 - 7 for all of your Routes.

 

To change the file for any of your recordings, you revisit the same page and then click Change

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