Your hold music now plays on mid-call holds
By Steven Van ·
Until now, your hold audio only played to callers waiting in a queue.
Intercom announced Your hold music now plays on mid-call holds on August 19, 2026.
What changed
Until now, your hold audio only played to callers waiting in a queue. When a teammate put a caller on hold mid-call, they heard generic stock music instead. Now mid-call holds play your own audio: the same track callers hear in the queue by default, or a separate one you upload just for mid-call holds — so you can play an apology or an on-hold message instead of queue music. Find it in Settings > Phone Calls, under In-call hold music. Learn more New Inbox
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