Prompts - How to Create and Manage

Creating Voice Prompts

Voice prompts are created and managed via the Prompt -menu. These voice prompts will be accessible within all your queues.

Open

By clicking on the "New prompt" button you can begin creating a voice prompt. You also have the option to import audio clips from the audio clip library. Instructions on how to do this can be found here.

Open

Prompt details

The initial details of prompts include a distinctive name, an optional description, and the language in which the prompt is played.

Save your prompt

Once you're done with the details of your prompt click on "save prompt”

Add a new Prompt Step

By clicking on the "+" you can create new steps for your prompts. A voice prompt may consist of a single audio clip, a text-to-speech clip, or a mix of various audio and text-to-speech clips.

Text-To-Speech prompt

For a text-to-speech prompt, a language specification is necessary to specify the language for reading the prompt. Text-to-speech clips can be checked using a "listening" button, which can be found after saving your step.

Audio clip prompt

A prompt based on pre-uploaded audio clips.

Guidelines on how to import an audio clip can be found here.

Control prompt

Control is a particular feature that allows for the addition of extended pauses in prompts, looping of specific prompts, or disconnection. Below, you will find an explanation of these functions.

Disconnect:

This feature will disconnect the caller once the prompts before it have been played. Any steps added after this one will not be played. This is required only in specific cases, where disconnect is not expected.

Pause:

This control allows you to pause the prompt for a specified duration before resuming. For example, 3000 milliseconds = 3 seconds. This feature can be used before call is transferred or between prompts to make enhance customer experience.

Include prompt:

A specific prompt is incorporated into the prompt sequence, allowing for customized messages or actions within the call flow.

Rule settings

To adjust more detailed rule settings, you need to click the cogwheel icon twice; clicking it once displays generally used options. Below, you can find a description of each setting.

Play only once

The prompt step will only be played once, even if the caller is transferred or in a loop. For example when the prompt is as an “in-queue” -prompt, the prompt steps will be looped, except the ones with once setting on.

Play on schedule

The prompt step will only be played during the scheduled times. This setting is commonly used for before various holidays, like Christmas. For example prompt step regarding special opening hours during Christmas can be played specifically a week before Christmas.

Play only if closing in

The prompt step will be activated when the queue is approaching its designated closing time. This is based on the schedule you have in your queue. For example a prompt step announcing the closure of the queue can be played 10 minutes before closing time.

This setting applies only to “in queue” -prompts

Play only on single round

The step will only be played on your chosen round of prompts within a loop. For example if you put 2 in the text field, the text-to-speech or audio clip will only be played on the second round.

This setting applies only to “in queue” -prompts

Play on loops before round

The step will be played on a loop before a certain round that you’ve specified in the text field. For example the text-to-speech or audio clip can be repeated until round 4.

This setting applies only to “in queue” -prompts

Play on loops after round

The step will be played on a loop after a certain round that you’ve specified in the text field. For example the text-to-speech or audio clip can begin to repeat after round 2.

This setting applies only to “in queue” -prompts

Play on every

The step will skip certain rounds depending on your input in the text field. For example, if it is played every 2 rounds it will skip the first round, play on the second one, skip the third one and so on.

This setting applies only to “in queue” -prompts

Play before elapsed time

The step will only play until your specified amount of time has elapsed. For example, your text-to-speech or audio clip can be played in the queue until 20 seconds have passed. The time is checked when your loop is started.

This setting applies only to “in queue” -prompts

Play after elapsed time

The prompt step will play after the seconds you’ve specified have passed. For example you can set it to wait 20 seconds before playing the text-to-speech or audio clip. The time is checked when your loop is started.

Disconnect call

The prompt step will disconnect the call after the text-to-speech or audio clip has been played.

Selective prompt language

If you wish to enable your prompt to support multiple languages, you can simply fill out the necessary information as usual and then enable the selective prompt language feature.

Check the box to enable multi-language support.

Default language

If the customer doesn’t have a language set for them, the prompt will be played in the default language, which you can set.

Prompt steps

Once you’ve saved your prompt you can add prompt steps.

You can add multiple prompt steps in different languages. The caller then gets to decide what language they prefer. For example, if a caller has identified as English speaking only En-GB prompts are played. User can be identified as English via queue language or IVR selection. Please note there has to be language set by queue or IVR before the prompt is played.

If you need to find a specific prompt step you can also sort them by language to make it easier.