Play a greeting when customers call (Greeting node)

The Greeting node plays a message to the caller the moment your call flow answers — either a typed message read aloud by text-to-speech, or your own uploaded MP3/WAV recording. It sits near the top of most flows: Incoming Call → Greeting → whatever comes next (a press-1 menu, a ring group, voicemail). You add it in Phone System → Call Flows by dragging it from the Node Palette onto the canvas.

Before you start

• You need a call flow — see create a call flow if you don't have one yet.
• Call flows are edited on a desktop or tablet browser.
• If you want a recorded greeting, have the file ready as MP3 or WAV, under 10MB.

Step 1 — Add the Greeting node

1. Open Phone System → Call Flows and open your flow (or click New Flow).
2. Drag Greeting from the Node Palette onto the canvas.
3. Click the node to open its settings panel (the panel header reads Edit: followed by the node's name).

Step 2 — Type your message or upload a recording

You have two options — the recording always wins when both exist:

• Typed message: enter your greeting under Message (TTS) — for example "Thanks for calling Ace Locksmith, please hold while we connect you." Then pick a Voice: Alice (Female), Man, or Woman.
• Your own recording: under Audio File (optional), click Upload MP3 or WAV and pick your file. Once uploaded, the panel notes "Audio file will play instead of TTS message." and the text/voice fields grey out. Click Remove next to the file name to go back to text-to-speech.

You can also rename the node itself in the Label field — that name shows on the canvas and in the Routing preview.

Step 3 — Wire it and publish

1. Connect the dot on the bottom of Incoming Call to the top of the Greeting node.
2. Connect the bottom of the Greeting node to the next step — a greeting never ends the call on its own, so it must lead somewhere (IVR Menu, Ring Group, Forward Call, or Voicemail).
3. Press Publish. Only a published flow with a number assigned plays your greeting — see Draft vs Published.

What the caller hears

The caller dials your number, the flow answers, and the greeting plays in full — then the call moves immediately to the next connected node. If you uploaded a recording, they hear your recording exactly as you made it; otherwise they hear the typed message in the selected voice.

Troubleshooting

• Publish is blocked with a message ending "has no outgoing connection." — your Greeting node isn't wired to a next step. Drag a line from its bottom dot to the node that should come after it, then press Publish again.
• "Please upload an MP3 or WAV file" — the upload only accepts MP3 and WAV. Convert other formats (M4A, AAC, OGG) before uploading.
• "Audio file must be under 10MB" — trim or re-export the recording at a lower bitrate. A one-minute voice greeting is typically well under 1MB as MP3.
• Callers hear the old greeting — your edit is saved on the canvas but not live. Look for the Unsaved changes pill or the yellow Draft badge, then press Publish.