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Greeting Applet Guide

The Greeting applet plays an audio message to the caller. It is typically the first step in any call flow, used to welcome callers, provide information, announce recording consent, or play hold music before routing.

tip

For the API-level technical reference on the Greeting applet, see Greeting Applet.

When to Use the Greeting Applet​

ScenarioExample Message
Welcome message"Welcome to Acme Corp. Your call is important to us."
Recording consent"This call may be recorded for quality and training purposes."
Business hours announcement"Our office hours are Monday to Friday, 9 AM to 6 PM."
After-hours message"We are currently closed. Please call back during business hours."
Hold musicPlays background music while the caller waits
Account information"Your account balance is..." (using TTS with dynamic data)
Promotional message"Check out our new product launch at acme.com"

Configuration​

Adding the Greeting Applet​

  1. In the Flow Builder, drag the Greeting applet onto the canvas
  2. Click the applet to open the Properties Panel
  3. Select the audio source (see below)
  4. Configure additional options
  5. Click Apply

Audio Source Options​

SourceHow It WorksBest For
Phone recordingExotel calls your phone; you record the greeting by speakingQuick, natural-sounding greetings
File uploadUpload a pre-recorded audio fileProfessionally produced audio
Text-to-Speech (TTS)Enter text; the system generates speechDynamic messages, quick setup

Option 1: Phone Recording​

  1. Select Record via Phone
  2. Enter your phone number
  3. Click Call Me
  4. Exotel calls you -- record your greeting when prompted
  5. Press # when finished
  6. Preview the recording and re-record if needed
  7. Click Save

Option 2: File Upload​

  1. Select Upload File
  2. Click Choose File and select your audio file
  3. Supported formats:
FormatSample RateChannelsMax Size
WAV8000 HzMono5 MB
MP38000 -- 44100 HzMono or Stereo5 MB
  1. Preview the uploaded audio
  2. Click Save
warning

Audio files must be in 8000 Hz Mono WAV format for the best quality on phone networks. Files in other formats are automatically converted, which may reduce audio quality. Use an audio editor like Audacity to convert files before uploading.

Option 3: Text-to-Speech (TTS)​

  1. Select Text-to-Speech
  2. Enter the text you want spoken
  3. Select the Language and Voice (see TTS options below)
  4. Click Preview to hear the generated speech
  5. Adjust the text if needed
  6. Click Save

Available TTS Languages​

LanguageVoice OptionsNotes
English (India)Female, MaleDefault for Indian accounts
English (US)Female, MaleAmerican English pronunciation
HindiFemale, MaleDevanagari script supported
TamilFemaleRegional language support
TeluguFemaleRegional language support
KannadaFemaleRegional language support
MalayalamFemaleRegional language support
BengaliFemaleRegional language support
info

For advanced TTS configuration including SSML support and custom voices, see TTS Configuration.

Advanced Settings​

SettingDefaultDescription
Loop1Number of times to play the greeting (set to 0 for infinite loop)
Max Duration120 secondsMaximum total playback time before moving to next applet
Allow DTMF SkipNoAllow the caller to press any key to skip the greeting
InterruptibleNoWhether DTMF input during greeting triggers the next IVR applet

Using Loop for Hold Music​

To play continuous hold music while a caller waits:

  1. Set Loop to 0 (infinite)
  2. Upload a longer audio file (30 -- 60 seconds of music)
  3. The music plays on repeat until the next applet (e.g., Connect) picks up

Flow Design Patterns​

Welcome + IVR​

Greeting ("Welcome to Acme Corp") ──► IVR (Press 1 for Sales...)

Recording Consent + Support​

Greeting ("This call is recorded") ──► Greeting ("Please hold") ──► Connect

After-Hours Message​

Passthru (check hours) ──► (after hours) Greeting ("We are closed") ──► Voicemail
                        ──► (business hours) Greeting ("Welcome") ──► Connect

Sequential Announcements​

Chain multiple Greeting applets for complex announcements:

Greeting (consent) ──► Greeting (promotion) ──► Greeting (hold music, looped) ──► Connect

Audio Quality Best Practices​

  1. Use 8000 Hz Mono WAV -- This is the native format for telephone audio and produces the clearest results
  2. Keep recordings concise -- Callers lose patience with long greetings; aim for under 15 seconds for welcome messages
  3. Speak clearly and at moderate pace -- Phone compression can distort fast or mumbled speech
  4. Avoid background noise -- Record in a quiet environment
  5. Test on a real phone -- Audio that sounds good on computer speakers may sound different over a phone line
  6. Use professional recordings for customer-facing flows -- Consider hiring a voice-over artist for production flows

Troubleshooting​

IssuePossible CauseResolution
No audio playsAudio file not saved correctlyRe-upload the file and verify it plays in preview
Audio quality is poorFile not in 8000 Hz Mono WAV formatConvert the file to the correct format and re-upload
TTS sounds roboticDefault TTS engine qualityTry different voices or use a custom audio file instead
Greeting plays too many timesLoop count set too highSet the loop count to 1 for single playback
Caller cannot skip greeting"Allow DTMF Skip" is disabledEnable the option in advanced settings