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Set up music on hold

Replace the default hold music callers hear while waiting or on hold with your own track — upload one, or generate one instantly with AI.

Who this is for: admins

Before you start

  • If you're uploading your own track, have an MP3 or WAV file ready (up to 10MB).

Steps

Upload your own track

  1. In the sidebar, under Communication, select Music on Hold.
  2. Under Upload Hold Music, select the drag-and-drop area to browse for a file, or drag an MP3 or WAV file directly onto it.
  3. Once a file is selected, select Upload. Your new track becomes the Current Hold Music — callers hear it the next time they're placed on hold.
  4. To listen to what's currently set, select Listen to preview under Current Hold Music and use the play/pause button and progress bar.
  5. To replace the current track, select Replace and upload a new file the same way. To go back to the system default, select Delete.

Generate a track with AI

  1. Under Generate with AI, choose a Music Style from the dropdown.
  2. Use the Duration slider to set how long the track should be.
  3. Select Generate Music. This can take up to 60 seconds. Once it's ready, it's automatically set as your current hold music and you can preview it the same way as an uploaded track.
  4. Your account has a limited number of AI generations included — the panel shows how many you have remaining. If you run out, select Purchase AI Music Generation to buy more.

Screenshot

Screenshot of the Music on Hold page showing the Current Hold Music player, the Generate with AI panel with style and duration controls, and the upload drag-and-drop area.

Ask Olivia

You can also ask Olivia, the in-portal assistant, to walk you through this.