Whisper Announcement Feature

Whisper Announcement is a feature through which agents get an audio prompt to have more context around the inbound call so they are more prepared to address the customer's needs.

The announcement will always be spoken in English but will be used across all the languages supported. Currently, the language and locale of the call are announced using TTS for the voice component. For instance, if there is an inbound call in French to one of the Canadian numbers the announcement would be "French, Canada"

• Whisper content is generated from the conversation context of the inbound call, which also mentions the language and locale such as FR_CA for "French, Canada".
• The feature is designed to roll out at the Agent Activity Group level.
• Whisper will be played for both auto and manual accept.
• Currently, the content of the whisper is not configurable.

Whisper for auto accept

• The announcement will be played before the call is patched between the agent and the customer.
• Click on the image below to guide to demo Video.

Whisper for manual accept

• The announcement will be played before the agent accepts the call and while the accept-reject banner is visible on the screen.
• After the announcement ends, the ring sound will be played.
• If the agent accepts or rejects the call while the whisper is played, the ring will not be played and whisper will stop.
• Click on the image below to guide to demo Video.