Combine Screening Questions Into Greeting Messages

Last verified: October 9, 2026

What You Can Now Do

Context Memo now lets you fold a screening question into your recorded greeting, so a single greeting message covers the entire initial ask without a separate screening step. Callers hear one message instead of two. The practical change: you no longer design your call flow around a greeting-then-question sequence, and you stop losing callers in the gap between the two. If you have been writing a short greeting because a second prompt was coming anyway, you can now write one message that does both jobs and delete the step that followed it.

Where It Is in Context Memo

Call-flow settings, on the configuration screen for your call number. The greeting field and the screening question now sit in the same place, with the option to combine them into one message. Saving from this screen regenerates the call script used at answer time, so the Twilio webhook that handles the inbound call plays the combined message rather than sequencing two separate ones. Nothing changes on your number itself, and existing routing stays as configured.

How to Use It

1. Open call-flow settings for the call number you want to change. You will see the greeting and the screening question in a single section.
2. Turn on the combined option. The screening question stops playing as its own step and becomes part of the greeting message.
3. Rewrite the greeting so it ends with the ask. Put the question last, after the identification, so the caller's final instruction is the one they act on.
4. Save. The call script regenerates immediately, and the webhook picks up the new script on the next inbound call.
5. Place a test call to the number. Confirm you hear one message, confirm the question is audible at the end, and confirm the caller response is captured where it was before.
6. If the combined message runs long, cut the greeting copy rather than the question. The question is the part that produces a usable answer.

Why We Built It

Customers told us they no longer wanted to play a separate screening question after the greeting. Two messages where one would do meant extra seconds of dead air, more callers hanging up before the ask, and a call flow with an additional step to maintain every time the script changed. The fix removes that step. One message, one ask, one place to edit it.

What It Does Not Do Yet

The combined format covers one screening question. If your flow asks more than one, the additional questions still play as their own steps after the greeting, and you configure them the same way you do today.

Two other limits worth knowing before you switch:

• The greeting is still a single message, not branching logic. The combined greeting asks one question of every caller. It does not route a caller to a different question based on who they are or what number they dialed from.
• Changing the question means re-recording or regenerating the greeting. Because the question now lives inside the greeting, edits to one affect the other. Keep the question phrasing stable, or expect to update the full message each time.

If your call flow depends on multi-step qualification with conditional paths, keep the separate screening steps for now and use the combined greeting only on numbers where the initial ask is a single question. That is where it reduces friction without costing you information.