Prompts communicate information to callers or agents making them an important part of any call experience. Retreaver prompts can be delivered via text-to-speech (a text-based message read out by the system) or via recorded audio.
Prompts System Overview
Adding campaign prompts
To access prompts, simply edit or create a Campaign and scroll down to the prompts section. Select the prompt you need from the drop-down menu by clicking the green addition button and adding it to your campaign:
Configuring prompt repeats
When configuring the repeats for your prompts, note that prompts play once and then repeats the set number of times indicated. If you have a Repeat of 2, the recording will play a total of 3 times. If you wish to only play a message once, set the repeat to 0.
Configuring Text-to-Speech Prompts
Text-to-speech is delivered phonetically and this should be kept in mind when crafting the message. For example: You would want to space 'a m' and 'p m' when dictating a time in a message such as "Please call back between 9 a m and 5 p m". Keep this in mind when writing prompts and always test your prompts to ensure the message is clear and understandable for your callers.
Creating dynamic prompts
You have the ability to reference tag values inside of prompts, communicating a personalized experience for customers and delivering critical information to call buyers prior to routing. Reference your tags inside of your prompts using [replacement_tokens].
Visit our guide on Dynamic Prompts to learn more.
Resolving Missing Tag Values Using IVR Enabled Tags
Wish to resolve any critical tag values prior to routing decisions on your campaign?
Retreaver offers the ability to create "IVR_Enabled" tags that allow callers to use their dial pad in response to prompted questions for the purpose of resolving necessary tag values.
An example would be creating an "Over_65" IVR enabled tag which will prompt the caller to "press 1 if you are over the age of 65, otherwise please press 2". The resulting caller dial press will tag the call with an "Over_65" tag value of true/false which can then be used to influence routing decisions made on your campaign.
View our Creating An IVR Enabled Tag guide to learn more.
Using audio prompts
We recommend using recorded voice prompts whenever practical, especially for "caller-facing" prompts as callers typically respond better to a human voice over text-to-speech.
Click the Use Audio button to enable the use of audio recordings.
Retreaver currently accepts MP3, WAV and FLAC audio files.
Need help creating voice recordings for your calls? Check our Creating voices for IVR Prompts guide to learn more.
Available Campaign Prompts
Pre-Connection Caller Prompts
The following set of available prompts are played to the caller at the beginning of a call, before routing to an endpoint. If all messages are added, they would play in the following order.
Note:
If you are warm transferring a caller, then a number the agent dials into will treat that agent as "the caller" and the following prompts will apply to them instead.
| Prompt Trigger | Description |
|---|---|
| Greeting |
Plays after the caller dials and prior to routing decision. This greeting may be used to provide a standard greeting to callers or in tandem with routing settings "When 1 is pressed", "When 2 is pressed", etc to create a simple IVR:
|
| Click-to-call Greeting |
Plays only for callers who arrived in the IVR via Click-to-Call. Consider using this in combination with '1 is pressed' in your Routing Settings to make sure the click-to-call isn't reaching a voicemail. |
| Key Press [0-9,#,*], No Key Press, Any Other Key Press |
Plays a message according to the caller's key press. This message is used in tandem with the corresponding Routing setting.
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| Enter Extension |
Plays when an extension is required by the campaign.
|
| Extension Failed |
Plays after the caller enters an incorrect number of digits or a combination that doesn't exist.
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| Zip Code Entry |
Plays a greeting to ask caller to enter their 5-digit US zip code. The entered zip code will override any geo tag already applied to the call from the phone number or from browser tagging.
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| Zip Code Entry Failed |
Plays should the caller enter an invalid 5-digit US zip code. Consider repeating this message at least 2 times.
|
| Tag Resolution Prompt |
Plays when a call endpoint (buyer) requires a tag in order to determine routing selection.
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| Please Hold |
Plays after greetings and prompts for additional information above, the call is automatically forwarded to your endpoint agent (buyer).
|
| Music-on-hold |
Plays a message or audio while trying to connect to the appropriate agent or buyer. Configure hold music by choosing a preset genre from the drop down list, upload your own audio file, or use the Text-To-Speech option to repeat a message over and over while they are connected (including using tokens to personalize the message such as "Hang in there, [first_name]. Someone will be with you shortly.") |
| All Handlers Closed |
Plays when matching call endpoints (buyers) are found but all are closed and/or unable to take the call because they are at a concurrency cap or similar.
|
Special Case Caller Prompts
The following prompts are used for managing specific caller circumstances:
| Prompt Trigger | Description |
|---|---|
| No Handler Answered |
Plays to the caller after Retreaver rings all selected agents, none have picked up, and before the call disconnects.
|
| No Handler Matches |
Plays when using Retreaver's Tags to filter what calls a Buyer will receive and not buyers match the caller's tags. Read more about How to filter calls to endpoints based on Tags.
|
| Caller Blocked |
Plays if a caller has previously requested to be unsubscribed from your campaign or has been added to a Suppression List. To allow them to resubscribe let them know they need to press 7.
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| Caller Resubscribed |
Plays when the caller indicates they would like to resubscribe and if their suppressed number allows them to resubscribe (i.e. not permanently blocked), after the Caller Blocked prompt and before the Greeting prompt.
|
| Resubscribe Failed |
Plays if caller attempts to resubscribe and presses anything except 7. Then hangs up. |
| Request Real Caller Number |
For use with Static Caller Numbers this plays when the caller is calling from a listed static number, and is used to request the caller provide a real phone number.
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| Real Caller Number Entry Invalid |
Plays when the requested real caller number is not entered properly or is not valid.
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| Music-on-Agent-hold |
Only available with Live Call Control feature enabled, plays to the caller when the agent places them on hold. |
Agent Prompts
The following prompts are only played to the endpoint agent who is answering the call:
| Prompt Trigger | Description |
|---|---|
| Whisper |
Plays only to the answering agent when they receive the call. Paired with Tokens it is a great way to provide caller information to the person answering the phone. The prompt is played as soon as the call is answered, so if you have an IVR keep this in mind.
|
| Press 1 To Accept |
Used in tandem with Simuldial Handler Groups. When a call is sent to a group of agents at the same time, this plays plays to all agents that pick up the call asking them to press 1 to accept the call. The first person to press 1 takes the call.
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| Press 1 To Slow |
Plays to any agent that is too slow to press 1. Once a call is "taken" by an agent in the Simuldial Handler Group, all others will hear this message.
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| Click-to-call Caller Not Available |
Plays when a call is initiated using the Live Agent Call Initiation feature and the lead is not available for a call back after the agent is connected to the call.
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