Contact center admins can add and edit the Send Media widget. The Send Media widget allows you to route to custom text, image, or audio files. For video flows, you can also add videos or slides (PDF).
This article covers:
Media Type options | Settings tab | Exits tab |
Audio Play an audio file or convert text to speech.
(Only available for voice channel) |
Audio 1, Audio 2, …: Click the numbered icon to edit the associated audio. You can add up to 10 audio prompts. Select one of these options in the drop-down menu.
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Next Step: Select the destination widget when the audio files are finished playing. Send Media Failed: Select the destination widget if the media failed to send to the consumer. |
Text: Display text and images.
(Only available for web chat, in-app chat, or SMS channel) | Text 1, Text 2, …: Click the numbered icon to edit the associated set of text. Enter text in the text box. You can also paste images in the text box. |
Next Step: Select the destination widget when the text/images are displayed. Send Media Failed: Select the destination widget if the media failed to send to the consumer. |
Text & Image: Display text and images.
(Only available for video channel) |
Text 1, Text 2, …: Click the numbered icon to edit the associated set of text. Enter text in the text box. You can also paste images in the text box.
Image 1, Image 2, …: Click the toggle to enable or disable an image. Select one of these options in the drop-down menu.
Audio: Click the toggle to enable or disable audio to be played while displaying the text and images specified above. Select one of these options in the drop-down menu.
Allow interrupt (only visible if Audio is enabled): Allow consumers to click Skip while the audio above is playing. If disabled, consumers will not be able to click Skip while audio is playing. Regardless of this setting, consumers can click Skip after the audio is done playing to skip all slides and be routed based on the specified destination widget. |
Next Step: Select the destination widget when the text/images are displayed. Send Media Failed: Select the destination widget if the media failed to send to the consumer. |
Video: Display videos.
(Only available for video channel) |
Video 1, Video 2, …: Click the numbered icon to edit the associated video. Select one of these options in the drop-down menu.
Allow interrupt: Allow consumers to click Skip while the video above is playing. If disabled, consumers will not be able to click Skip while video is playing. |
Next Step: Select the destination widget after the videos are displayed. Send Media Failed: Select the destination widget if the media failed to send to the consumer. |
Slide: Display PDF files.
(Only available for video channel) |
Slides 1, Slides 2, …: Click the numbered icon to edit the associated set of text. Select one of these options in the drop-down menu.
Audio: Click the toggle to enable or disable audio to be played while displaying the PDF files. Select one of these options in the drop-down menu.
Allow interrupt (only visible if Audio is enabled): Allow consumers to click Skip while the audio above is playing. If disabled, consumers will not be able to click Skip while audio is playing. Regardless of this setting, consumers can click Skip after the audio is done playing to skip all slides and be routed based on the specified destination widget. |
Next Step: Select the destination widget after the PDF files are displayed. Send Media Failed: Select the destination widget if the media failed to send to the consumer. |