Genesys Cloud - Developer Community!

Hi Rizvi,

Your understanding is generally correct. Hold music in Genesys Cloud is configured using either the default on_hold_music system prompt or custom user prompts.

In addition to those approaches, Architect In-Queue Flows provide additional flexibility. For example, you can:

• Use different hold music prompts for different queues or flows.

• Use multiple Hold Music actions within the same In-Queue Flow.

• Alternate between hold music and queue announcements.

• Select different prompts based on flow logic, such as language or queue conditions.

These capabilities still rely on prompts as the audio source, but they provide greater control over how hold music is presented to callers.

Best Practices

• Keep the hold experience consistent unless there is a business need for different queue experiences.

• Consider the duration and frequency of hold music and announcements when designing the caller experience. For example, if callbacks are offered after a specific wait threshold, ensure callers hear relevant messaging before reaching that point.

Hope this helps.

Hello!

Totally agree!

It is important to separate agent-initiated hold music from the music or prompts used while the customer is waiting in queue.

For queue waiting experience, in-queue flows usually give you more flexibility, because you can use different prompts, music, callback offers, estimated wait time, or queue-specific logic without changing the global hold music behavior.