Touchtone Capture Control Touchtone Capture Control

Touchtone Capture Control

Daiana Gallardo Daiana Gallardo

Overview 

The Touchtone Capture is a component of the Voice Bot. It captures information entered through the numeric keyboard of the phone.

By clicking on the ‘+’ sign next to the Voice Bot, the Touchtone Capture control will be displayed as an option to build the Bot.

 

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We recommend adding transparent naming to all Voice Bot components to easily connect them to each other.

The box displays the message that the user will listen to from the Voice Bot. The message can include:

Expression

To add an existing Variable within the App or transform data using Airscript.

Web Link

To direct the user to their App session.

 

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In the Touchtone Capture box there is a Next Prompt dropdown from where to select the following step of the call, that is, the next message the user will listen to, if any.

 

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The main difference between Touchtone Capture and Decision Menu is that in the latter, there is an interaction with the user and the following steps of call will depend on the user’s choices. When working with Touchtone Capture, the Voice Bot will capture the user’s input but will always follow the same set path.

General

In the General tab of the inspector section, the following parameters can be set:

Variable Binding

To bind the data from the captured text to an existing Variable.

Variables 

To define where to save the control’s inputs.

Style

To customize the voice reading the message. The voice can be changed in Theme Builder under the Voice Variant.

Actions

In the Actions tab of the inspector section, different actions can be set before and after the voice prompt is sent, as well as on capturing touchtone and when no valid response is entered.

On Touchtone Capture

The action chain that can be run at the moment the user’s input is captured. 

Before Voice prompt

The action chain that can be run before a chat prompt is sent. 

After Voice Prompt

The action chain that can be run after a chat prompt is sent. 

No Valid Response

The action chain that can be run when the response is invalid.

Example 1: 

In this example, the user is calling a to track their purchase and before talking to a representative, they are asked to enter their Order ID. 

 

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As a Next Prompt, once the App captures the user’s inputs, it will forward the call to a representative.

Further Reading