Customer context: A customer is having difficulty setting up their IVR script in LiveAgent and has encountered the error "Could not load audio file."
Customer: How can I fix the error "Could not load audio file" in my IVR script?
Answer: The error is likely due to using non-existing URLs to recordings in your IVR script. To fix this, you need to upload and use your own recordings, or download the default recordings from this article Adding IVR recordings and upload them into your LiveAgent account. Links in scripts in our guide IVR examples contain just template links, they are not valid and therefore need to be replaced with valid links to your recordings. For more help with IVR, visit the IVR category in our knowledge base.