Call or Service Rating
Step 2 - Configure the prompt to play to request the call or service rating
Step 3 - Specify the valid digits to rate the call or service
Step 4 - Specify the final prompt
Overview
This template allows creating a call flow that will play a single prompt to request the user to rate a call or service. You can specify which DTMF digits are valid for this rating, for example if the valid rating options are numbers between 1 and 5, you can specify those digits, any other digit will be considered invalid, and the question will be asked again. Once the user provides a valid rating, the call flow will play a second prompt to thank and say goodbye.
The prompts to play could be a Text Prompt, in which the audio is automatically generated using text to speech, or a WAV Prompt, in which you upload the WAV file to play.
Steps
Step 1 - Call Flow name
Enter a name for the call flow.
Step 2 - Configure the prompt to play to request the call or service rating
When configuring the prompt to play, you can select a Text Prompt or WAV Prompt:
- For Text Prompt:
- Message: this is the text of the prompt to play. The message can be static, or have variables, to play a different prompt on each call, for example an appointment date, a due balance, and so on. Variables are specified in square brackets:
Hello [CustomerName], you have an appointment with us on [AppointmentDate].
You will be able to provide variable values for each call when uploading the numbers for the campaign.
The message can be plain text, or SSML to customize the generated audio by providing details on pauses, and audio formatting for acronyms, dates, times, abbreviations, or text that should be censored. More information here and here.
- For WAV Prompt:
- Upload File: the WAV file must have the following format:
- Format: WAV
- Channel: Mono
- Bit rate: 8 kHz
- Sampling: 16 bit
- Maximum size: 5Mb
Step 3 - Specify the valid digits to rate the call or service
Select which DTMF digits can be pressed by the user in order to provide the rating. If the user presses an invalid digit or no digit, the previous prompt will be played again. The user has 3 attempts to provide this, otherwise the call will be dropped.
Step 4 - Specify the final prompt
Once the user has provided a valid rating, a final prompt will be played. Here you can configure this prompt, and as usual you can select a Text Prompt or WAV Prompt.
