Who This Is For / When to Use
This feature is for users who route calls using Workflows and IVR actions and want the call recipient to hear contextual information before speaking to the caller.
Use Call Whisper when:
Routing calls to a sales or support team
Transferring calls from an AI Voice Agent
Sending calls to different departments or users
Providing caller context before pickup
Call Whisper helps the person answering the phone understand who is calling and why before the call begins.
What the Connect Call (IVR) Action Does
The Connect Call (IVR) action transfers an active call to another phone number or user.
The action can:
Connect a caller to users in your account
Connect a caller to a custom phone number
Attempt multiple numbers (up to 10) if the first does not answer
Once the recipient answers, the caller is connected automatically.
What Call Whisper Does
Call Whisper plays a private message to the recipient before the caller is connected.
The caller does not hear this message.
The message provides quick context so the recipient knows who is calling.
Example whisper message:
You have a call from {{contact.name}} about their appointment request.This allows the recipient to answer the call with immediate awareness of the caller.
How Call Whisper Works
When Add Whisper Message is enabled:
The system dials the destination number.
When the recipient answers, the whisper message plays privately.
After the message finishes, the caller is connected.
The caller waits silently while the whisper message plays.
How to Enable Call Whisper
Open the Workflow Builder.
Add or edit a Connect Call (IVR) action.
Enable the Add Whisper Message toggle.
Configure the whisper message settings.
Click Save Action.
After saving, every transferred call will play the whisper message before connecting.
Call Whisper Settings
Text to Say
Defines the message spoken to the call recipient.
You can include custom values from the contact record.
Example:
You have a call from {{contact.name}}
Language
Defines the text-to-speech language used to read the message.
Currently supported:
English (US)
Message Voice
Defines which voice reads the whisper message.
Example options include:
Woman
Man
Number of Loops
Controls how many times the message repeats.
Default: 1
Increasing the loop count can help ensure the recipient hears the message clearly.
Connecting Calls to Multiple Recipients
The Connect Call To section allows you to configure multiple call destinations.
You can:
Select users from your account
Add custom phone numbers
Up to 10 numbers can be configured.
If the first number does not answer, the system can attempt the next number.
Best Practices for Whisper Messages
Follow these guidelines when creating whisper messages:
Keep the message short
Include the caller’s name or purpose
Avoid long explanations that delay connection
Recommended format:
You have a call from {{contact.name}}.Common Issues and Fixes
Whisper message does not play
Ensure Add Whisper Message is enabled in the Connect Call action.
Caller hears silence before connection
This is expected behavior.
The caller waits while the whisper message plays privately to the recipient.
Whisper message is too long
Shorten the Text to Say message or reduce the Number of Loops.
FAQ
Does the caller hear the whisper message?
No. The whisper message plays only to the recipient before the caller is connected.
Is Call Whisper required?
No. Call Whisper is optional and only plays when the feature is enabled.
Can I personalize the whisper message?
Yes. You can insert custom values such as:
{{contact.name}}Other CRM fields
These values dynamically populate from the contact record.
What languages are supported for whisper messages?
Currently, English (US) is supported.