Manage Prompts

A prompt is a message that plays for the contact. Prompts can ask the contact to input information or convey information without asking for input. Prompts can be played by auto-attendants, interactive voice response (IVR Automated phone menu that allows callers to interact through voice commands, key inputs, or both, to obtain information, route an inbound voice call, or both.) systems, and other voice processing tools. In CXone, prompts can be prerecorded audio files or text that's read by a text-to-speech (TTS Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content.) service.

Create a TTS Prompt

You can add a TTS Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. prompt using the sequence editor or by entering the prompt directly to the Sequence property of a CXone Studio action that supports prompts. These actions include:

• Play : Plays custom audio WAV files or text-to-speech (TTS Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content.) prompts. The entire file is played. Only the contact can hear the audio.
• Reqagent: Plays custom audio WAV files or text-to-speech prompt that only the agent hears. The prompt plays before the agent and the contact are linked, so the prompt doesn't cause the contact to hear silence.
• Whisper: Plays custom WAV files or text-to-speech prompts. You can set it to be audible by the contact only, the agent only, or both. The prompt plays after the agent and the contact are linked, so if the action plays for only the agent or the contact, the other party hears silence for the duration of the prompt.

1. Add a Voiceparams action to your script somewhere before the action that supports TTS Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content.. If the properties set by the TTS-supporting action will be passed to other scripts, you may want to also place a Voiceparams action in the sub-scripts to ensure that those properties are not ignored.

2. In the properties of the Voiceparams action, click the drop-down in the TTSVoice field and select the language and voice that you want to speak the prompt.
3. Create the prompt using the sequence editor or typing it into the Sequence property.
4. Type the text of the prompt in the Phrase field without formatting. This allows you to see the entire prompt in one place, instead of broken into segments in the Sequence field. Content in the Phrase field is for your benefit only. The prompt doesn't speak this text.
5. Click Apply to save the prompt to the selected action.

Create a TTS Prompt with the Sequence Editor

The sequence editor allows you to create a TTS prompt using an interface that adds the formatting for you. When you use the sequence editor, you add sequences A segment of an audio prompt played for the contact. to the Play Order Sequence field. Each item that appears in the field is a sequence. These items appear when you click an Add Text-to-Speech option, such as Date or Speech.

Each sequence has a limit of 300 characters. You can add additional sequences if the text you need to play is longer than that amount. For example, if you need to play text that's 540 characters long, you can add two Text to Speech sequences with the text split between them.

1. In CXone, click the app selector and select Omnichannel Routing > Studio .
2. On the Scripts page, locate and double-click to open the script you want to work with or create a new one. The script opens in a new tab.

3. Add an action that supports prompts to the script, such as Play or Whisper.

4. Click the action on the script canvas to select it, then click Open Editor in the action's properties.

5. Add the sequences you need to create your prompt. You can add the following types of sequences:

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   Click to add a sequence with a prerecorded audio file

   1. Under Add Prompt, click Existing Prompt. 
   2. In the Select a Wave File window, click the file you want to add and click Select. The file appears in a new row under Play Order Sequence.
   3. To use a variable instead of a specific file, add any audio file, then select the file row, click the pencil , and replace the file name with the variable.
   4. Click the play triangle to hear the selected WAV file. This step won't work if you're using a variable in this sequence.
   Click to add a sequence with regular text

   1. Under Add Text-to-Speech, click Speech. 
   2. Select the new text-to-speech row under Play Order Sequence.
   3. Click the pencil .
   4. Replace the default text with your prompt. You can expand the text area by clicking and dragging the lower right corner of the text field down. You can include variables in the text.
   5. Press Enter on your keyboard to stop editing this sequence. This doesn't save your change to the prompt.
   6. Click the play triangle to hear this sequence read by the TTS service. If you included a variable in this sequence, the speech output may not be accurate.
   Click to add a sequence with numbers

   Adding numbers ensures that the TTS service reads them as numbers.

   1. Under Add Text-to-Speech, click Numbers. 
   2. Select the new Numbers row under Play Order Sequence.
   3. Click the pencil .
   4. Replace the default numbers with the numbers you want the prompt to speak. You can use a variable.
   5. Press Enter to stop editing this sequence. This doesn't save your change to the prompt.
   6. Click the play triangle to hear this sequence read by the TTS service. If you included a variable in this sequence, the speech output may not be accurate.
   Click to add a sequence with money

   Adding a money sequence ensures that the TTS service reads the numbers as money.

   1. Under Add Text-to-Speech, click Money. 
   2. Select the new Money row under Play Order Sequence.
   3. Click the pencil .
   4. Replace the default numbers with the amount of money you want the prompt to say. You can use a variable.
   5. Press Enter on your keyboard to stop editing this sequence. This doesn't save your change to the prompt.
   6. Click the play triangle to hear this sequence read by the default TTS service. If you included a variable in this sequence, the speech output may not be accurate.
   Click to add a sequence with a date

   Adding a date sequence ensures that the TTS service reads the date correctly.

   1. Under Add Text-to-Speech, click Date. 
   2. Select the new Date row under Play Order Sequence.
   3. Click the pencil .
   4. Replace the default date with the date you want the prompt to speak. You can use a variable.
   5. Press Enter on your keyboard to stop editing this sequence. This doesn't save your change to the prompt.
   6. Click the play triangle to hear this sequence read by the TTS service. If you included a variable in this sequence, the speech output may not be accurate.
   Click to add a sequence with time

   Adding a time sequence ensures that the TTS service reads the time correctly.

   1. Under Add Text-to-Speech, click Time. 
   2. Select the new Time row under Play Order Sequence.
   3. Click the pencil .
   4. Replace the default numbers with the time you want the prompt to speak. You can use a variable.
   5. Press Enter on your keyboard to stop editing this sequence. This doesn't save your change to the prompt.
   6. Click the play triangle to hear this sequence read by the TTS service. If you included a variable in this sequence, the speech output may not be accurate.
   Click to add a sequence with text you want spelled out

   Add a letters sequence when you need the TTS service to spell out words letter by letter. This is helpful if you want to verify the spelling of a name or other information.

   1. Under Add Text-to-Speech, click Letters. 
   2. Select the new letters row under Play Order Sequence.
   3. Click the pencil .
   4. Replace the default letters with the variable for the text you want the prompt to spell out.
   5. Press Enter on your keyboard to stop editing this sequence. This doesn't save your change to the prompt.
   6. Click the play triangle to hear this sequence read by the TTS service. If you included a variable in this sequence, the speech output may not be accurate.
   Click to view examples of each sequence and formats for dates, time, and money

   Sequence Type	Details
   Date	Supported formats: mm-dd-yyyy mm/dd/yyyy Day of Week, Day Month Day of Week, Month Day Examples and how they're read: 1-23-2006: Monday January twenty third two thousand six 1/23/2006: Monday January twenty third two thousand six Tuesday, 10 May: Tuesday tenth of May Tuesday, May 10: Tuesday May tenth Note: Date formats differ by language and country. Use the format that your contacts will recognize and understand.
   Letters	Example: 2 May 2022 12:04:00 AM Read as: two M A Y two zero two two one two colon zero four colon zero zero A M You can also have text spelled out by using a <spell> </spell> tag in a sequence. For example:  "%I have your name as <spell>{Name}</spell>. If this is correct, press 1, otherwise press 2"
   Money	Example: 3.50 Read as: Three dollars and fifty cents
   Numbers	Example: 42 Read as: Forty two
   Time	Supported formats: hh:mm hh:mm:ss Examples and how they're read: 12:34 PM: Twelve thirty-four PM 12:45:15 PM: Twelve forty-five and fifteen seconds PM
   Text	Example: Wednesday, April 27, 2022 Read as: Wednesday April twenty-seven two thousand twenty-two

6. To rearrange the sequences, click and drag a sequence by two vertical stacks of dots on the left side of its row.

7. Insert a pause between words or phrases using one of the following methods:

   • Use a recorded file of silence: Create a new recording or upload a sound file of silence. Click Existing Prompt and select the silence file. If necessary, click the sequence and drag it to where you want it to be.
   • Use a Wait action: Use one Play action for the segments of the prompt that you want to separate with silence, then add a Wait action between them. Configure Wait with the length of the pause.
8. To modify a sequence, select it in Play Order Sequence and click the pencil . Make your changes to the sequence, then press Enter on your keyboard.

9. In the Phrase field, enter the entire text of the prompt without special formatting. This field is for your reference only and doesn't affect the prompt that the TTS service reads. You can also use it to leave notes for yourself or others who might work with this prompt.

10. Click Apply changes to save the prompt. You may need to scroll down in the sequence editor window to see the button.

Create a TTS Prompt in the Sequence Property

You can create a TTS Allows users to enter recorded prompts as text and use a computer-generated voice to speak the content. prompt in an action's Sequence property by entering sequences with the appropriate formatting. A sequence is a series of characters, words, or phrases, or sentences. The TTS service recognizes several types of sequences. You can include more than one sequence in the Sequence property. Each sequence must:

• Be enclosed in double quotes.
• Include the string reference character required by the type of information the sequence contains. The only sequence type that doesn't require a string reference character is an audio file sequence.
• Follow supported formats for information such as dates, time, and money.
• Contain no more than 300 characters. If you need to include text that's more than 300 characters, split it between multiple sequences.

Create a Dynamic TTS Prompt

You can create a dynamic prompt in a Snippet action. This is helpful if you have a prompt that changes continually. You can enter the prompt directly into the Snippet editor window, or you can create it in the sequence editor and copy it into the Snippet action.

1. In CXone, click the app selector and select Omnichannel Routing > Studio .
2. On the Scripts page, locate and double-click to open the script you want to work with or create a new one. The script opens in a new tab.
3. Add a Snippet action and the action that will play the prompt, such as Play.
4. Place Snippet before Play and connect them.

5. Create the prompt in the sequence editor, then copy the contents of the action's Sequence property.

   Some actions have a Sequence property but not the sequence editor. If the action you need to use doesn't support the sequence editor, add a Play action to your script, create your prompt, and copy it from the Sequence property. Delete the extra action after creating the prompt.

6. Hover the cursor over the Snippet action and click Open Editor.

7. In the Snippet editor window, create the dynamic object and assign the sequence to it using this syntax:

   DYNAMIC [dynamic object name] = [sequence]

8. Add a dollar sign character ( $ ) to the front of the sequence definition, before the first double quote. Use backslash characters to escape all double quotes in the prompt. For example:

   ASSIGN promptList = $"\"{promptPath}YourAccountBalanceIs_{lang}.wav\" \"%{accountBalance}\" \"{promptPath}ToPayYourBillPress_{lang}.wav\"" 

9. Add any other variables to the snippet that are required to complete the prompt, if they're not in your script already.

   For example:

   ASSIGN env = "PROD"
   ASSIGN lang = "ENG"
   ASSIGN promptPath = "Prompts\{env}\"
   ASSIGN accountBalance = "$52.65"
   ASSIGN promptList = $"\"{promptPath}YourAccountBalanceIs_{lang}.wav\" \"%{accountBalance}\" \"{promptPath}ToPayYourBillPress_{lang}.wav\""

10. Click Apply.
11. On the script's canvas workspace, select the action that will play the prompt.
12. In the Sequence property, enter the name of the dynamic object that holds the prompt in the Snippet action. For the example used in this section, you would enter {promptList}.
13. Click Apply.

Record Audio Prompts in Studio

You can record a voice prompt in the sequence editor in Studio. You must have a microphone attached to your computer. If you want to play the recording back, you must have speakers.

The audio files you record in CXone Studio are stored as WAV files in your CXone business unit High-level organizational grouping used to manage technical support, billing, and global settings for your CXone environment. You can use them as audio prompts in any action that supports sequences. You can see all available audio files on the Browse ACD Files page in CXone.

The first time you record audio with CXone Studio, your web browser may prompt you to grant permission to use the microphone. If you previously granted this permission but the microphone isn't working, try removing the microphone permission in your browser settings. The browser should prompt you again.

1. In CXone, click the app selector and select Omnichannel Routing > Studio .
2. On the Scripts page, locate and double-click to open the script you want to work with or create a new one. The script opens in a new tab.

3. Add an action that supports the sequence editor to the script, such as Play or Whisper.

4. Hover the cursor over the action and click Open Editor .

5. Under Add Prompt, click New Prompt.

6. On the New Prompt window, enter a Name.

7. Under Audio, click Start Recording and clearly speak your prompt or message.

8. Click Stop Recording when you finish speaking the prompt.

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9. To review your recording, click Play.

10. To record the prompt again, click Clear and repeat the preceding steps.

11. To keep only a portion of the recording:

    1. Click in the waveform under Audio. 

    2. Move the bars on the left and right so that the portion of the recording that you want to keep is enclosed between the two bars. Anything outside the shaded area will be deleted.

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    3. Click Save.

12. When the recorded prompt is acceptable, click Save.

13. To change the name of the prompt file, select the prompt sequence under Play Order Sequence. Click the pencil and enter a new name. If you don't change the prompt's name, it will be overwritten the next time someone creates a new audio prompt and saves it using the default file name.

14. Press Enter on your keyboard to apply the new name.
15. If you're using the recording in the current prompt, click Apply Changes. If you plan to use it in another prompt, you don't need to save changes to the prompt. The audio file is already saved to your CXone system.

Use an Audio File as a Prompt

You can enter the name of the audio file directly into a Sequence property or you can select the audio file using the sequence editor.

Select an Audio File with the Sequence Editor

1. In CXone, click the app selector and select Omnichannel Routing > Studio .
2. On the Scripts page, locate and double-click to open the script you want to work with or create a new one. The script opens in a new tab.

3. Add an action that supports the sequence editor to the script, such as Play or Whisper.

4. Hover the cursor over the action and click Open Editor.
5. Under Add Prompt, click Existing Prompt.

6. Click the file you want to use and click Select.

7. Click Apply to save your change.

Add an Audio File to the Sequence Property

1. In CXone, click the app selector and select Omnichannel Routing > Studio .
2. On the Scripts page, locate and double-click to open the script you want to work with or create a new one. The script opens in a new tab.

3. Add an action with a Sequence property to the script, such as Play or Whisper.

4. Select the action to access its properties on the right side of the page.

5. Enter the name of the audio file enclosed in double quotes in the Sequence property. For example,  "greeting.wav".

Upload Audio Prompts

Currently, you cannot upload audio prompt files using CXone Studio. However, you can upload them using the legacy Studio application or on the Browse ACD Files page in CXone.