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Play a private message to the agent answering a call before they connect, and optionally limit it to calls matching conditions you choose.
A whisper message plays to the agent answering a call, before they connect to the inbound caller. This is useful for sharing private information you don’t want the caller to hear. If you sometimes transfer calls to a system with its own automated IVR, a whisper message can interfere with that system — for example, if the automated IVR is listening for a response from the caller and mistakes the whisper message for one. That’s why Invoca lets you play a whisper message only on calls matching criteria you choose, rather than requiring you to build separate campaigns and Tags for different transfer destinations.

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Building a condition for your whisper message

Once conditional whisper messages are enabled for your account, go to the Campaign Overview page for the campaign you want to configure. In the whisper message section of your call treatment, select “Yes – On Condition” to open the whisper prompt condition builder. You can choose from the following conditions, and combine more than one:
  • Phone type: whether the call came from a landline or mobile phone.
  • During hours: whether the call occurred during your campaign’s active hours.
  • Repeat caller: whether the number has called before.
  • Publisher name: for performance marketing accounts, whether specific Publishers drove the call.
  • Promo number media type: whether the dialed number was used for online (dynamic), offline (static), or other marketing.
  • Promo number description: whether the number matches a description assigned to a static promo number.
  • IVR keypress: whether the caller gave a specific response to an “Ask a Question” node in your call treatment.
If you combine more than one condition, use the “and”/“or” dropdown for each to specify whether Invoca should check conditions independently or require all of them to be true. Click Save when finished.

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Advanced: Writing your own expressions

You can also manually write conditions using the Text editor view — useful if you’re familiar with writing expressions, and want more granular, nested conditions.
  1. From the Conditional Whisper Messages Builder, click Text.
  2. The condition area becomes a text field where you can write your own expression.
  3. Use parentheses to group conditions and build more complex and/or logic.
  4. Click Save when finished.
See the API Documentation and the Signal Builder guide for examples of writing expressions like these — not all condition options available there can be used in the Conditional Whisper Messages Builder.

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Where to go next

Last modified on September 25, 2026