Add a Custom Greeting or Initial Response to Twilio Flex

Since Flex works on top of Twilio Studio, it's easy to add a custom greeting or automatic response for incoming communications. Want to have all callers hear your company's trademark jingle? Want to thank customers for writing in and ask them to wait? This guide will walk you through adding this sort of messaging for incoming calls and text messages.

Notice: Modifications published to a Flex Studio flow will immediately affect a Flex instance on this project. We recommend testing these changes on a trial account prior to sending them to production.

Twilio Studio Overview

Studio flows are automatically created as part of a Flex project for routing incoming communications on your Twilio numbers through to your agents in the Flex UI. Flows are built in a drag and drop flowchart-like environment that makes them easy to change. For more information on working with Studio, please see Getting Started with Twilio Studio.

Add a Greeting for Incoming Calls

Incoming calls are routed through the Voice IVR Studio flow by default. Greetings for callers can be in the form of an audio file, or a script read via text-to-speech. Here's how to add a greeting:

  1. Access the Studio page in Console.
  2. Click the Voice IVR flow.
  3. From the "Widget Library" on the right, drag and drop a Say/Play widget into the flow.
    greeting_01_400px.png
  4. Click your Say/Play widget (default name say_play_1) and then modify the Config tab. Click Save when finished.
    greeting_02_200px.png
    • Play an audio file: Select "Play a Message", and then add the URL of your audio file.
    • Use text-to-speech: Select "Say a Message", type your greeting text, and then select your language and voice.
  5. Connect your Trigger widget (via the incoming call lead) to Say/Play, and then connect Say/Play to the Send to Flex widget.
    greeting_03_200px.png
  6. Once the widget configuration has been saved, click Publish at the top of the screen to deploy your Studio flow's changes to production.
    hold_Twiml_03_400px.png

Notice: If playing an audio file, the file must be accessible by Twilio's proxy servers. Local files on your desktop are likely unaccessible via these methods, but your audio file may be uploaded to Twilio Assets for use here.

Add a Greeting for Incoming Text Messages

Incoming messages are routed through the Messaging Flow Studio flow by default. Here's how to add a greeting:

  1. Access the Studio page in Console.
  2. Click the Messaging Flow flow.
  3. From the "Widget Library" on the right, drag and drop a Send Message widget into the flow.
    greeting_04_400px.png
  4. Click your Send Message widget (default name send_message_1) and then type your greeting text in the MESSAGE BODY field. Click Save when finished.
    greeting_05_200px.png
  5. Connect your Trigger widget (via the incoming message lead) to Send Message, and then connect Send Message (via the sent lead) to the Send to Flex widget.
    greeting_06_200px.png
  6. Once the widget configuration has been saved, click Publish at the top of the screen to deploy your Studio flow's changes to production.
    hold_Twiml_03_400px.png

Troubleshooting

If you run into trouble after making changes to your Flex Studio flows, attempt troubleshooting with the following checklist:

  • Verify calls and messages are being received on your project, and appearing in the incoming logs:
  • Make sure there are no unsaved changes on your Flow. The Publish button should be greyed out, and not available. Click Publish to send your changes to production.
  • Try reverting your changes. If that doesn't help, try reverting your flow(s) to the first revision.

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