IVR widget

1. Intro prompt - Plays at the beginning, before the menu prompt. If present, this prompt cannot be skipped by inputting digits or dialing extensions. It is not played when the menu repeats due to timeout or invalid input.
2. Menu prompt - Plays before awaiting option selection. It can be interrupted and will repeat if invalid input or a timeout occurs (up to play times)
3. Unavailable prompt - Plays when an unavailable option is selected.
4. Timeout Prompt - Plays before forwarding to the timeout destination.
   1. Flow → Intro prompt > Menu Prompt > Wait time for user input >Timeout prompt> Loop back to menu prompt as per menu prompt play times 

Gather input widget

1. Menu prompt - Plays before awaiting user input. It can be interrupted and will repeat if timeout occurs (up to play times)
2. 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 

Configuration

Record new prompt, upload prompts from your computer or pick previously uploaded prompts from library.

Record New

1. Give your prompt a name
2. Click the record button to start recording
3. Once finished, click the stop button.
4.  Finally, you can playback your recording by selecting the play button. 
5. If the preview audio is as expected, submit recording.

Upload

Upload a File your company already has by simply dragging and dropping the file or selecting upload; make sure to give your prompt a name.

Note: Make sure your audio files are in wav format

Pick from Library

Choose one of the previously uploaded prompts from the library.

Deleting prompts

• Search the prompt to be deleted from prompt library.
• Click on delete button

• A pop up modal listing IVRs using this prompt in Live/published flow IVRs or Legacy IVR will be shown
  • Note - If this prompt is being used in Live/draft Flow IVR or legacy IVR, it will need to be manually updated.
• Once user confirms, “I understand, delete this Prompt”, “Confirm” button gets enabled and user can proceed with prompt deletion.
• Clicking on Confirm will delete the prompt permanently,

Deleted prompts will appear as “[previously deleted]” in dependent IVRs that were using this prompt.

User will have to switch the flow to draft mode make changes to the flow to select a new prompt from the prompt library. 

If user tries to save the draft without choosing a new prompt, flow validation will throw an error “Please select a new value, this entity no longer exists”. 

Note: Timeout node is highlighted as its associated to IVR node, resolving IVR node error will auto resolve Timeout node error highlight provided there are no errors associated and vice versa.