Table of Contents


Overview

When a call reaches your line, and agents cannot attend to the call immediately - professionally recorded greetings can give a good impression to your clients. It is an essential part of the business communication approach to improve credibility.

Aloware supports recordings that allow you to:

  • Record customized call greetings

  • Record to inform the customer that the call is being recorded

  • Configure calls to allow customers to talk to sales


Setup Greet and Record

You can enable the steps on what happens next when a call starts in Lines > Greet and Record tab:

  • Greet/Welcome Callers?

    This option allows users to record greetings/ welcome messages to callers

    • Text to speech - allows you to convert the greeting message field to speech. Aloware will read this to your callers in a semi-robotic voice.

      ๐Ÿ“ Note - Text-to-speech automatically plays immediately as soon as the call gets connected. Make sure that the forwarding number doesn't have any prompts as the text-to-speech feature will play while the prompt is also playing as it will cause the agent to miss the text-to-speech prompt.

    • Add variable - these are caller's properties (e.g First Name, Last Name, Company, etc.)

    • Play recording - user can upload an audio recording or record a greeting directly in Aloware

      • Click Press to record your voice button to record directly in Aloware

      • Or, click Drop file here or click to upload button to add an MP3 or WAV audio file format with less than 8MB


  • Should Record Calls?

    This will enable users to record the call in this line.

    Admin can modify the inbound/outbound recording behavior globally in Account settings or you can customize it on the user level by changing the user settings.

    ๐Ÿ“Note - you should let your contact know that the conversation is being recorded. You can add a line saying that "your call is being recorded" in the text to speech box.


  • Check Operating Hours?

    Set what this line should do on calls outside your business' operating hours.

    ๐Ÿ“Note - If a call comes in during closed hours, you can configure what happens to "missed calls".


  • TCPA: Ask for Text Authorization?

    Prompt the caller to press one and explicitly authorize receiving a text message from you. Although not mandatory, this feature satisfies most TCPA compliance requirements. Prompt the caller to press ONE.


Legal notes for call recording

According to Federal rules and State regulations in the United States, you must inform your caller that the call is being recorded. Aloware does not allow call recording without notice.

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