waveline

Inboxes

Hold Music

Hold music is the audio callers hear while they are placed on hold. Waveline can use a custom inbox attachment or fall back to default hold audio.

Before you begin

  • Prepare audio your business has permission to use.
  • Choose the inbox whose callers should hear the audio.
  • Keep the file reasonably short and clear.

Where to find it

Open Phone -> Inboxes, choose an inbox, then use the Hold Music section.

Step-by-step

  1. Open the inbox settings page.
  2. Find Hold Music.
  3. Upload the custom audio file supported by the form.
  4. Save the inbox settings.
  5. Place a test call and put the caller on hold.
  6. Remove the attachment later if you want Waveline to use the default hold music again.

What happens next

  • When present, the custom hold music attachment is used for callers placed on hold in that inbox.
  • If no custom file is present, Waveline uses default hold music.
  • Hold music changes affect future hold sessions, not calls that are already on hold.

Best practices

  • Use royalty-free or properly licensed music.
  • Avoid loud intros, long silence, or audio that sounds like the call disconnected.
  • Test the volume on both mobile and deskphone calls.

Troubleshooting

  • If the wrong audio plays, confirm the caller routed through the inbox you edited.
  • If upload fails, try a smaller common audio file.
  • If callers hear silence, remove the custom file and test the default hold music.
Next
Call flows overview