This widget can be used to collect single/multiple DTMF keypresses (user input) from the caller. It can be stored in a variable and referenced elsewhere in the flow for further processing.
How it works
User is prompted to enter a string of digits. Eg - “Please enter your account id” or “Please enter your account id terminated by # sign”
User has x seconds to enter the input. If no input is provided by user a timeout prompt is played “We didn't get that, please try again.”
Caller enters required information. Eg - 123456 or 12345#
User input is captured in a variable defined in the flow. Eg - customerId
This variable can be referenced elsewhere for further processing. (coming soon)
If user input has been captured by system the flow will be routed to “Valid Input” path, if no input is captured by system flow is routed to “No input” path
Customer Id entered by the caller can be viewed later in call journey (Activity> click on call record) for reference.
Configuration
Add “Gather input” widget from Widget library
Use widget config panel to manage specific configurations -
You can prompt the caller to enter a string of digits. For example, a customer id
You can allow the caller to enter specific number of digits optionally terminated by special character (* or #)
You can play a message if no input is received from a caller after specific amount of time
You can store the collected user input in a variable
Configure the “Valid Input” and “No input” path
Valid Input
This represents that caller has entered digits and is successfully captured by the system; eg - 12345.
Caller must enter at least 1 digit for flow to go through this path
No input
This represents that the caller did not enter any digits.
Field Name
Description
Configuration
Sample values
Name
*Required Field
Friendly name for your Gather input widget.
Text input
Gather customer Id
Menu Prompt
*Required Field
Plays before awaiting user input.
You can select an existing audio file from the library, record a new audio or upload an existing file from your computer.
MenuPrompt.wav
Play Times (Menu prompt)
*Required Field
The number of times the menu prompt will be looped back to/played after waiting for user input [Wait time for user input] for x seconds. Set Play times to 0 to play it infinitely.
Number
2 (times)
Default - 1
Wait time for user input
*Required Field
The amount of time (in seconds) to wait for the caller to enter digits after the menu prompt has played.
This value has to be >=1
Number of seconds
6 (seconds)
Default - 30 seconds
Maximum user input
*Required Field
The maximum number of digits the caller can enter that will be captured by the system.
Number
6
Default - 10
Stop gathering on key press
Optional
This represents the terminating character for user input. Digits entered before this character will be captured by system.
Special character
# or *
Capture user input
Variable that will store caller’s user input. This can be referenced further in the flow by <variable_name>
Text input
CustomerId
Timeout Prompt
Plays before forwarding to the no input path.
Flow →
Intro prompt > Menu Prompt > Wait time for user input >Timeout prompt
> Loop back to menu prompt as per menu prompt play times
You can select an existing audio file from the library, record a new audio or upload an existing file from your computer.
