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Phrases

Combine recorded audio and pauses into a reusable sequence for a consistent phone greeting.

In the CRM: Voice Features → Phone System → Applications → Phrases

Make the phone greeting consistent

A phrase is an ordered sequence of phone audio actions. Use it to combine recorded messages and pauses into a greeting or announcement that a configured call flow can reuse.

For a consultation campaign, you could play the business welcome, pause briefly and then play the next instruction. This keeps the phone experience consistent with the offer customers saw in your marketing.

The current native form with an illustrative pause step. Structure controls the order of the audio actions. Select the image to enlarge it.

Build the phrase

Add and Save submit changes to the phone system. Review the selected action before submitting, especially when adding another step. Names containing spaces are normalized with underscores when saved.

  1. Open Phrases and choose Add, or open a saved phrase.
  2. Give it a recognizable Name and set the Language used by the phrase, such as en for the configured English audio.
  3. In Structure, choose the Function. Play selects audio; Pause selects a delay between actions.
  4. Choose the Action and its Order. Lower order values play first; spaced values such as 010 and 020 leave room for later additions.
  5. Use Add to save a configured structure step. Continue editing the saved phrase to build its sequence.
  6. Set Enabled and a short Description, and save the intended settings. Connect the phrase through the relevant phone menu or call-flow configuration.

Understand the structure

Prepare spoken messages under Recordings, then use them in the phrase. Keep the wording clear: say the business name, explain the next choice and tell callers what will happen.

Use AI Agent Settings when you want a conversational agent to answer questions and book appointments. Phrases organize repeatable audio; the AI agent's instructions define its conversation.

Understand the structure
ControlPurpose
FunctionWhat the step does, such as playing audio or pausing.
ActionThe recording or delay selected for that step.
OrderWhere the step belongs in the sequence.
EnabledWhether the phrase is enabled for its configured use.
DescriptionA short reminder of where the phrase is used.