Prompt management

Prompts are messages that customers hear and receive in various situations. They are an essential part of the system and customer experience by providing important information, such as queue position and opening hours.

Sinch Contact Pro has built-in prompts for phone, email and chat queues. They are available in end-user application languages. Built-in audio prompts, such as the welcome message and on hold, are played without any configuration. For email and chat prompts you need to configure the prompts.

To personalize your customer service, you can also create prompts of your own. For new audio prompts, you must first bring the audio files into the system as prompt files. They must in PCM 8 KHz, 16 bit, mono format. For information about how to start using your prompts in the system, see Creating Schedules.

To display all prompts, or a limited selection of prompts in a system, make a search. The table for search results shows all or some of the following columns, depending on your Personalize selection:

  • ID: A unique identifier.

  • Name: Name of the prompt. In custom prompts, the names are free text, the built-in prompts start with the file name and the purpose follows, for example On Hold (Built-In Default Prompt).

  • Type: Type describes the prompt’s use in the system, see the table Prompt Types below.

  • Media Type: Tells in which media the prompt can be used of Audio, Chat, and E-Mail.

  • Source Type: Shows if the prompt is custom or built-in and how is it used, see the table Source Types below.

  • ExternalID: An ID that you can enter to identify the prompt

    You can use ExternalId, for example, to identify the prompt when importing the same configuration to several systems.

Table 1. Source types

Built-in types

Description

Included in installation

Default for Queue Calls

Built-in prompt that is played by default for queues.

Yes

Default for Direct Calls

Built-in prompt that is played by default for users.

Yes

Optional Built-In

Built-in prompt that is played only if there is an appropriate schedule or IVR.

Yes

Custom

Added by user, played only if there is an appropriate schedule or IVR

No
Table 2. Prompt types

Type

Multi-step prompt

For audio prompts

For chat prompts

For email prompts

Available for contact center

Available for queue

Available for user settings template

Audio built-in types

Agent Session Lost Message

 N/A N/A Yes N/A Yes Yes N/A N/A

Blind Transfer Failed Message

N/A

Yes

N/A

N/A

Yes

Yes

Yes

Default for Queue Calls

Busy Message

N/A

Yes

N/A

N/A

N/A

N/A

Yes

Default for Direct Calls
Disconnection Message

N/A

N/A

 Yes

N/A

 Yes Yes

N/A

N/A

E-Mail Allocated to Agent Message

N/A

N/A

N/A

Yes

Yes

Yes

Yes

N/A

E-Mail Received Message

N/A

N/A

N/A

Yes

Yes

Yes

Yes

N/A

External Transfer Message

N/A

Yes

N/A

N/A

Yes

Yes

Yes

Default for Queue Calls

External Transfer Failed Message

N/A

Yes

N/A

N/A

Yes

Yes

Yes

Default for Queue Calls

Ext. Agent Accepts Contact Message

N/A

Yes

N/A

N/A

Yes

Yes

Yes

Default for Queue Calls
Idle Session Warning Message

N/A

N/A

 Yes

N/A

 Yes Yes

N/A

N/A

Internal Transfer Message

N/A

Yes

Yes

N/A

Yes

Yes

Yes

Default for Queue Calls

Internal transfer message for chats is used only in transfers made by the system, for example, when using the queue setting Extension for default queue to transfer chats to another queue if they can't be answered.

In Queue Message

Yes

Yes

Yes

N/A

Yes

Yes

Yes

  • Default for Queue Calls

  • Default for Direct Calls

  • Optional Built-In (in CallBack queues)

IVR Prompt

Yes, but limited to Play and Pause functions

Yes

N/A

N/A

N/A

Yes

N/A

Optional Built-In
Offering Message Enables adding a prompt that tells a caller that the contact is now offered to an agent. N/A Yes N/A N/A Yes Yes Yes Custom

On Hold Message

N/A

Yes

N/A

N/A

Yes

Yes

Yes

Default for Queue Calls

Prewelcome Message

N/A

Yes

N/A

N/A

Yes

Yes

Yes

Default for Queue Calls

Queue Busy Message

Yes

Yes

N/A

N/A

N/A

N/A

Yes

Default for Direct Calls

Queue Full Message

N/A

Yes

Yes

N/A

Yes

Yes

N/A

Default for Queue Calls

Service Closed Message

N/A

Yes

Yes

N/A

Yes

Yes

Yes

Default for Queue Calls

Welcome Message

N/A

Yes

Yes

N/A

Yes

Yes

Yes

  • Default for Queue Calls

  • Default for Direct Calls