Whisper Messages: What They Are & How to Set Up Press-1 Handoff
Give agents context before they say hello, and let callers opt into a live transfer with a single keypress.
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When a call reaches your team, the first few seconds decide how prepared everyone sounds. Whisper messages and press-1 handoff are two small features that make those seconds count.
What is a whisper message?
A whisper message is a short, private audio note played only to the person answering a call, just before they are connected to the caller. The caller never hears it. It tells the agent who is calling or why, for example which campaign or number the call came from, so they can start the conversation informed.
Context before hello
A whisper message plays only to the agent as the call connects — a short private brief such as "Sales lead from the pricing page." The caller never hears it, but the agent starts the conversation already informed.
It is a small feature with an outsized effect on how prepared your team sounds.
Press 1 to talk to a human
Automation is great until a caller just wants a person. Press-1 handoff gives them a clear, immediate exit to a live agent at any point in the flow.
Offering the option early actually reduces how often people use it — callers relax when they know a human is one keypress away.
Setting it up
Both features live in the flow builder. Drop a whisper node before a ring group, and add a press-1 branch wherever you want to offer a live transfer. You can see every block you can add on the call routing feature page, or read how the AI call flow builder works end to end.
No code, no phone-system jargon — just drag, drop, and save.
The result
Together, whisper and press-1 make automated flows feel human. Agents sound prepared, callers stay in control, and nobody gets trapped in a menu.
Both are available now on every workspace.
Frequently asked questions
What is a whisper message?
A whisper message is a short private note played only to the agent as a call connects. The caller does not hear it. It gives the agent context, such as the lead source, before they say hello.
Can the caller hear the whisper message?
No. The whisper plays only to the person answering the call. The caller does not hear it.
What is press-1 handoff?
Press-1 handoff lets a caller press 1 to connect to a live agent. It can also be used as a confirmation step so that only callers who actually want to talk are connected.
Do I need to write code to set up whisper messages?
No. Whisper messages and press-1 steps are configured in the drag-and-drop flow builder. Add the block, set its options and save.
Can I use a different whisper message for each phone number?
Yes. Each phone number can have its own call flow, so every number can play a different whisper, such as one per campaign or location.
How quickly do changes apply?
As soon as you save the flow. The next inbound call uses the updated whisper and press-1 settings.
Related reading
Whisper messages work best alongside attribution. See how AI inbound call tracking ties each call to its source.
