A Call Recording Whisper is a quick statement you can set up to play when a community representative answers a call forwarded by your Further Phone Assistant before being connected to the caller.  Some options include stating that the call is being recorded, that the call is coming from the Further system, or stating which community the caller is calling about. Based on the information collected in the call before the transfer, you can customize what is played to the community before they are connected to the caller. The whisper is only heard during the live call transfer and not in your Further Phone Assistant recording. 

In this article, we’ll go over how to create the statement that the community hears when they first answer a call from the Further Phone Assistant.

Note: The Call Recording Whisper can only be activated by a Corporate user.

• Locate Flow
• Set Up Call Recording Whisper for All Communities in a Flow
• Set Up Call Recording Whisper for Specific Communities in a Flow

Locate Flow

First, you need to find and open the Flow for your community. Make sure that you look for the Phone flow type. For more information on how to find the correct flow for your community, see the article How to Locate Further Tools Associated with Your Community. 

Set Up Call Recording Whisper for All Communities in a Flow

Stay in the Settings tab for your flow. 

Scroll down to the Phone System Settings section. 

The Call Recording Whisper can be customized by using the available placeholders. Simply click on a placeholder to add it to your whisper. 

Pause - Selecting this placeholder allows for a moment of silence before the information is played. The default pause is one second (<PAUSE_1>).  It is recommended to start every whisper with a pause, as the whisper will start automatically.  If you would like to increase the pause time, replace the 1 with the desired number of seconds. 

Lead Name - If a lead name was collected, then it will be provided with this placeholder. Please note the lead name is not always available so there could be an unexpected blank in a whisper with this placeholder.

Community Name - This will provide the community the caller is interested in discussing. 

Community City - If available, the city of the community the caller is interested in will be stated. 

When you’re done, click Save in the top right, then Save And Publish your changes.

The statement you set up will now play for all communities associated with the selected flow when they answer a forwarded call.  

If you only want the message to play for certain communities in a flow, see the section below.

Set Up Call Recording Whisper for Specific Communities in a Flow

If you only want it set for specific communities, open up the appropriate flow and then select the Related Communities tab. 

Use the search bar on the left to find the desired community and click on the community name. 

Scroll to the Call Recording Whisper Text field. Here you can set up the statement for a specific community.

The Settings placeholders do not show here, but you can type in the text to use the same placeholders: 

• For Pause use <PAUSE_1>
• For Lead Name use  {first_name}
• For Community Name use {community_name}
• For Community City use  {community_city}

When you’re done, click Save in the top right, then Save And Publish your changes.

The statement you set up will now only play for the specific community you selected when they answer a forwarded call.