Call whisper
What is Call whisper?
Call whisper is a contact center feature that plays a short, private audio message to an agent right before a call connects — announcing the queue, campaign, or caller language, for example — audible only to the agent, never the customer. It gives an agent instant context (which skill queue or marketing campaign the call came from) so they can answer appropriately without the caller hearing anything or waiting through an extra prompt.
More detail
Whisper messages are typically short and configured per queue or campaign, so an agent handling several different lines or campaigns can distinguish which one just rang without checking a screen first.
Call whisper is distinct from call barging or call monitoring — it's a one-way heads-up played only to the agent before the call connects, not an ongoing listen-in during the conversation.
Frequently asked
- Can the customer hear the call whisper message?
- No — a whisper message plays only to the agent, in the brief moment before the call connects, so the customer never hears it and experiences no added delay beyond a normal ring.
- How is call whisper different from call barging?
- Whisper is a short pre-call announcement heard only by the agent; barging is a supervisor joining a live, already-connected call to speak with the agent, the customer, or both — they serve different moments in the call lifecycle.
See also
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