Audio prompts

An audio prompt chain for the voice channel typically consists of different elements, such as IVR and in queue message.

In a basic prompt flow, Sinch Contact Pro plays audio messages to customers. In a more advanced flow, an IVR or a prewelcome message may be used. Since audio prompts can be used in various situations, there's no one-size-fits-all solution. You need to define the specific requirements for your service.

Basic prompt flow

The image below shows a customer calling a company's service number. They hear audio prompts before being connected to an agent.

Advanced prompt flow

Below is an example of an advanced flow covering all possibilities. The only mandatory prompt is the in queue message since this is the time when customers start to wait to be served.

In the example below, a customer calls a service number, an IVR asks the customer to select the service by pressing a certain key and once pressed, the customer is routed to a corresponding queue. First they hear the prewelcome message, then welcome message and in queue messages before being connected to an agent.

  • IVRs

    Used for routing a call to a correct service queue or fetching data, for example, an account ID based on a phone number, from a third-party system such as a CRM.

  • Prewelcome message

    Used, for example, for informing the caller about calls being recorded.

  • Welcome message

    Can be a greeting. At this stage the caller is not yet queuing.

  • In queue message

    Played when the caller enters the queue. The caller is told that they are waiting to be served, and music is played. At this point agents see the caller in the queue.

Best practices

Consider the following recommendations when you configure audio prompts in your Sinch Contact Pro system.

  • When planning your audio prompt flow, it's helpful to create a flowchart to outline the wanted outcome. This will also make it easier to understand later if you need support.

    Below is an example of queue prompt flow.

  • You can record your own audio prompts or use a text-to-speech engine from the internet. Make sure the files are in PCM 8 KHz, 16 bit, mono format and that the quality is good.

  • If you configure prewelcome message, you should consider defining the welcome message as silent. This is to avoid double prompting.

  • A transfer internally or to an external destination has a prompt. You can replace the prompt with a short silence.

  • If a queue is closed but defined to overflow to another queue, callers will hear the service closed prompt. In this case you should consider disabling or changing the prompt to a silent one.