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Submitted

Custom Hold Music

Related products:Phone
  • November 8, 2024
  • 5 replies
  • 77 views
G

A simple request: custom hold music for Intercom Phone.

I’d want to be able to upload a mp3 or wav file of music and not rely on the default. (My company is in the music industry, so this is missing feature is unfortunately a potential dealbreaker for us for adding Phone)

    5 replies

    M

    Hi there, I’d like to request support for custom hold music in Intercom’s phone workflows. It would greatly improve the customer experience if we could upload an MP3 or audio file that plays while the caller is waiting, similar to traditional hold music. Ideally, agents should still be able to answer the call at any time, even while the recording is playing. This would bring Intercom’s call experience closer to an enterprise-grade system and help us maintain a professional, branded phone experience. Thanks!

      T
      • Timothée Duran
      • New Participant
      • September 16, 2025

      Custom hold music is a must, especially to match our brand image.

        J
        • Jeff Leppink
        • New Participant
        • March 2, 2026

        The hold music today is very off putting. A poor choice that is unilaterally imposed on every customer. Please provide us the ability to change it ASAP. Thanks!

          M
          • Malthe
          • New Participant
          • March 13, 2026

          We actually get a look of bad reviews due to this. Its not fitting for our target group at all. Please make this customisable :)

            N
            • NoahB
            • New Participant
            • March 25, 2026

            How about it ​@Intercom Admin ​@Intercom Dev  Can we please get a roadmap to custom on-hold music please, would be a great addition for when calls are in queue. 

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