Set Whisper Message

With the Set Whisper Message component, the admin can set an audio message that will be “whispered”(played) to the agent before the agent and the contact person start the conversation. This message can be useful to introduce context to the agent before starting a conversation with the contact person.

While the “whisper” is played to the agent, the contact person hears a whisper tone. The “whisper” audio playback time will be part of the talk time and will be considered in the contact handle time calculation. For billing purposes, it will be part of the call duration. The “whisper” audio will not be included in call recordings when enabled.

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Note

The whisper message will be played only when it is set and to the assigned agents, through an Assignment and Dial Studio step.