There are different types of messages that the customer can listen to while in the queue or on hold:

• Welcome message
  Example: "Welcome to ImBox. We will receive your call shortly. You find answers to the most common questions at www.imbox.se.".
  
  
• Closed queue
  Example: “Welcome to ImBox. Unfortunately we're closed. Our opening hours are Mondays to Fridays, 8AM to 5PM, closed between 12PM and 1PM. You find answers to the most common questions at www.imbox.se.”.
  
  
• GDPR information
  Example: “Your conversation may be recorded for educational purposes. Read more about our privacy policy at www.imbox.se/integritetspolicy”.
  
  
• Keypad selection
  Example: “If you want to talk to customer service, press 2. If you want to become a customer of ours, press 3 or wait to talk to customer service.".
  
  
• Hold track
  A sound loop that the customer can listen to when he or she is on hold.
  
  
• Queue position
  Example: one file saying “Your queue position is...”, a voice saying the queue position and another file saying “Thank you for waiting”. It's also possible to add:
  - amount of numbers in the queue
  - average queue time
  - estimated time in queue

This is how it may look like:

If you want to add or edit the messages, you can do this in Call Flow in Admin (if you have the permissions for this) or send the files to hello@imbox.se and we'll help you with the changes.

If you want to change the hold track, go to Admin > Call > Settings > Hold track.