Background Sounds & Hold Music
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4. Background Sounds & Hold Music
Overview
This guide explains how to configure background audio for an AI Voice Agent, including hold music, thinking sounds, and ambient audio. You can use the platform’s built-in audio options or upload your own.
Steps to Configure Background Audio
- Navigate to Call Flows and locate the agent you want to edit.
- Ensure you are in the Advanced View.
- Go to Voice and click Background Audio.
- From here you can configure:
- Hold Music – audio played while the caller is on hold
- Thinking Sound – audio played while the agent is processing a response
- Ambient Sound – background audio present throughout the call
- To use custom audio, click Manage and upload your own audio file.
- Adjust the volume for each audio type using the volume controls.
- Hover over the information icon (?) next to any setting for additional detail.
- Once all changes are made, click Save to Draft or Publish to Production.
Key Notes
| Item | Details |
|---|---|
| Custom Audio | Upload your own audio files via the Manage option |
| Volume Control | Each audio type has an independent volume control |
| Advanced View | Must be enabled to access Background Audio settings |
| Save Options | Use Save to Draft to test before going live, or Publish to Production to apply immediately |
🎥 Watch the demo video below
(Insert video embed here)
