Admin & setup
Customise recordings
You can add custom recordings for a few different call scenarios throughout Cradle.
Anywhere that Voicemail is selected in Groups or Rules, or Voice Menu in Rules you can customise what plays to the caller. It adds a nice little touch of personalisation for your callers when they first call you in the case of a Voice Menu, or if they don't get through to a human in the case of Voicemail. We have your back with default recordings, but we reckon it's much better to do your own.
Three ways to add a recording
Wherever you can add audio in the admin site, you'll see an upload box with two buttons below it:
- Create from text – type your message, or start from a ready-made script that Cradle fills in with your details: your company name, the options on your voice menu ("For Sales, please press 1…"), and your business hours in after-hours messages. Choose from a range of natural voices, use the style notes to steer tone and pace, preview the audio, and save.
- Record – record the message in your browser using your microphone. You'll need to allow your browser access to the microphone.
- Upload – browse or drag and drop an existing recording onto the upload box.
Warning
Note: Uploaded files must end with either a .mp3 or .wav extension, and must be less than 10 MB. If your recording is not in these formats you must convert it (do not change the file extension as this will not work). With Create from text you can generate a limited number of audio previews per day, so it pays to get your script right before generating — your latest preview stays available to replay, download, and save.
Rules - Voice Menu Recording
Every time a voice menu for a Rule is required an appropriate Cradle voice recording will be played by default. You can replace the default message with your own personalised recording.
There are two places where you can change voice menu recordings:
- Voice menu for each Rule when you have selected voice menu during hours.
- Voice menu for each Rule when you have selected voice menu after hours.
To add your greeting, follow these steps in the admin site:
- Click on Rules.
- Click the Rule card for the rule you want to adjust.
- Scroll down and select During Hours or After Hours.
- With Voice Menu selected, add your greeting: upload a file, Record, or Create from text (the ready-made script includes your menu's actual options).
- Repeat steps 2 to 4 for all of your Rules.
Group Voicemail Recording
If a person calls during hours and is put through to a Group (e.g., the sales team), but no one in that Group is available to answer, the caller will be put through to voicemail.
To add your custom voicemail message, follow these steps in the admin site:
- Click on Groups.
- Click the Group card for the group you want to adjust.
- On the right hand side, add your voicemail message: upload a file, Record, or Create from text.
- Click save.
- Enter the email for where you want to receive the voicemail.
- Repeat steps 1 to 5 for each Group in your account.
Rule Voicemail for After Hours
Every time a call is made to a Rule outside of business hours and Just Voicemail is selected, an appropriate Cradle recording will be played by default. You can replace the default message with your own personalised recording.
To add your custom voicemail message, follow these steps in the admin site:
- Click on Rules.
- Click the Rule card for the rule you want to add the voicemail for.
- Scroll to the bottom and select After Hours.
- Make sure voicemail is selected.
- Enter the email for any voicemails to be sent.
- Add your recording: upload a file, Record, or Create from text (the ready-made after-hours script includes your business hours).
- Repeat steps 1 to 6 for all of your Rules.
To change any of your recordings, simply add a new recording the same way.