With Zoho Voice, you can personalize your callers’ experience by uploading custom audio files that reflect your organization’s tone and brand. This includes:

• Custom Hold Music: Play tailored music or messages when callers are placed on hold.

• Voicemail Greetings: Set personalized voicemail messages for agents.

These audio files help reinforce your brand identity while ensuring a more engaging and professional caller experience.

Custom Hold Music 

To upload a custom music audio file:

1. Go to the Settings and select the Audio files module in the left sidebar menu.

2. On the Audio files page, click the Custom Hold music tab.

3. Click the Upload Audio button in the top-right corner.

4. In the Custom Hold Music prompt:

• Enter a name for the audio file.

• Click Choose File, select your audio file, and click Upload.

 Note: 

• Audio length must be less than 60 seconds.

• Supported formats are .mp3 and .wav.

• Only super admins and admins have permission to upload and set the custom on-hold music files.
  

Set Your Uploaded Custom Music as Default

The uploaded file will appear on the Custom Hold Music homepage.

• You can edit the file name by clicking the edit icon next to it, making the necessary changes, and then clicking the save icon.

• You can download, play, or delete the file using the respective icons.

Note: When bulk deleting uploaded custom music files, if the default audio is among the files being deleted, Zoho Voice will automatically revert to the built-in hold music.

Voicemail Greetings 

To upload a voicemail greeting audio file:

1. Go to the Settings and select the Audio files module in the left sidebar menu.

2. On the Audio files page, click the Voicemail Greetings tab.

3. Click the Upload Audio button in the top-right corner.

4. In the Voicemail Greeting prompt:

• Enter a name for the audio file.

• Click Choose File, select your audio file, and click Upload.

 Note: 

• Audio file size must be less than 100 MB.

• Supported formats are .mp3 and .wav.
  

Assign the Uploaded Voicemail Greeting     

• Super admin and admins can assign greetings for themselves and other users.

• Supervisor plus and supervisors can assign greetings for themselves and their associated agents.

• Technicians can assign greetings only for themselves.

To bulk assign:  

1. On the Voicemail Greetings homepage, click the Assign to icon of the file.

2. Enter and select the user(s) and click Save.

To assign a voicemail greeting for yourself:  

1. Go to Settings → My Profile.

2. Scroll to the Voicemail Greetings section.

3. You can choose between:

• Text: Type your message in the configured language.

• Audio:

• Click the Audio tab.

• Select a file from the dropdown (pre-uploaded via Settings → Audio Files → Voicemail Greetings).

• If the required file isn't available, click the upload icon, name the file, and upload it directly. The new file will be added to the drop-down for future use.

 Edit or Delete a Voicemail Greeting     

• All uploaded files appear on the Voicemail Greetings homepage (Settings → Audio files → Voicemail Greetings).
  
• To rename, hover over the desired file and click the edit icon.

• Make your changes, and click the save icon.
  

Note: Users with lower privileges cannot edit files uploaded by users with higher privileges. For example, if a supervisor uploads an audio file and assigns it to a technician, the technician can view, play, and download the file but cannot rename it.

• Use the play and download icons to listen to or download an audio file.
  

• To delete the voicemail greeting, click the delete icon next to the desired file.

Note: If the voicemail greeting associated with agent(s) is deleted, the default voicemail greeting configured under Call Config module for the number will be played instead.