Customizing the Send Media widget

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). For email flows, you can also add emails.

Requirements for customizing the Send Media widget

Table of Contents

How to add and edit the Send Media widget

  1. Sign in to the Zoom web portal as an admin with the privilege to edit account settings.
  2. In the navigation menu, click Contact Center Management then Flows.
  3. Click a flow's display name to edit it.
  4. In the left-side widgets panel, click and drag Send Media onto the preferred location in the flow.
  5. Select the Send Media widget.
    The right-side panel will show up with options to edit the widget.
  6. (Optional) Click Rename to change the display name of the widget.
  7. In the Settings tab, select a type in the Media Type drop-down menu.
  8. Customize the associated settings and exits.
  9. (Optional) Click the plus icon to add additional media files. Additional media files display in sequential order to consumers.

Send Media widget settings and exits

Voice

Voice channel

 
Media Type optionsSettings tabExits tab

 

Audio: Play an audio file or convert text to speech.

 

Audio1, Audio2, …: 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.
  • Text To Speech: Enter the text you want to be spoken to the caller in the Message to Play text box.

    • Language: Select the language for the text-to-speech message.

    • Voice: Select the voice style for the text-to-speech playback.

    • Message to Play: Enter the message that will be read out to the caller.

  • Choose from Assets Library: Select an existing asset from the pre-uploaded collection of assets available in the library.

    • Browse asset library: Select an existing audio file from the asset library to use as the prompt.

    • Add new asset: Upload or create a new audio file to add to the asset library and to use as the prompt.

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.

Video

Video channel

 
Media Type optionsSettings tabExits tab

Text & Image: Display text and images.

TEXT & IMAGE 1, TEXT & IMAGE 2, ...: Click the numbered icon to edit the associated set of text. Select one of these options:

  • Enter text: Enter the text to display.

  • Choose from Assets Library: Select an existing asset from the pre-uploaded collection of assets available in the library.

    • Browse asset library: Select an existing text file from the asset library to use as the prompt.

    • Add new asset: Upload or create a new text file to add to the asset library and to use as the prompt.

 

Image 1, Image 2, …: Click the toggle to enable or disable an image. Select one of these options:.

  • Enter text: Enter the text to display.

  • Choose from Assets Library: Select an existing asset from the pre-uploaded collection of assets available in the library.

    • Browse asset library: Select an existing text file from the asset library to use as the prompt.

    • Add new asset: Upload or create a new image file to add to the asset library and to use as the prompt.

 

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:

  • Browse asset library: Select an existing audio file from the asset library to use as the prompt.

  • Add new asset: Upload or create a new audio file to add to the asset library and to use as the prompt. Select one of these options:

    • Text to Speech: Enter the text you want to be spoken to the caller in the Message to Play text box.

      • Asset Language: Select the language for the text-to-speech message.

      • Select a Voice: Select the voice style for the text-to-speech playback.

      • Message to Play: Enter the message that will be read out to the caller.

    • Upload: Click Upload to upload an audio file to be played.

    • Record by Computer: Capture audio using the computer’s microphone.

Auto play the media (only visible if Audio is enabled): Click the toggle to enable or disable audio for consumers when media starts playing automatically.

  • With audio on: Enable audio for the end consumer, so that when the widget is opened, the audio plays automatically along with the displayed media type.
  • With audio off: Disable audio for the end consumer, so that when the widget is opened, the media plays automatically but without sound.

Allow interrupt: Click the toggle to enable or disable the option for consumers to click Skip while the audio above 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.

Allow Leave: Click the toggle to enable or disable the option for consumers to leave while going through the flow.

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.

Video 1, Video 2, …: Click the numbered icon to edit the associated video. Select one of these options:

  • Browse asset library: Select an existing video file from the asset library to use as the prompt.

  • Add new asset: Upload a new video file to add to the asset library and to use as the prompt.

Auto play the media (only visible if Audio is enabled): Click the toggle to enable or disable audio for consumers when the video starts playing automatically.

  • With audio on: Enable audio for the end consumer, so that when the widget is opened, the audio plays automatically along with the video.
  • With audio off: Disable audio for the end consumer, so that when the widget is opened, the video plays automatically but without sound.

Allow interrupt: Click the toggle to enable or disable the option for consumers to click Skip while the audio above 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.

Allow Leave: Click the toggle to enable or disable the option for consumers to leave while going through the flow.

End of media playing: Set the time between the ending of media playing and the transition to the next step. Enter a value or use the up and down arrows to increase or decrease the default time for the end of media playback.

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.

Slides 1, Slides 2, …: Click the numbered icon to edit the associated set of text. Select one of these options:

  • Browse asset library: Select an existing PDF file from the asset library to use as the prompt.

  • Add new asset: Upload a new PDF file to add to the asset library and to use as the prompt.

 

Audio: Click the toggle to enable or disable audio to be played while displaying the PDF file specified above. Select one of these options:

  • Browse asset library: Select an existing audio file from the asset library to use as the prompt.

  • Add new asset: Upload or create a new audio file to add to the asset library and to use as the prompt. Select one of these options:

    • Text to Speech: Enter the text you want to be spoken to the caller in the Message to Play text box.

      • Asset Language: Select the language for the text-to-speech message.

      • Select a Voice: Select the voice style for the text-to-speech playback.

      • Message to Play: Enter the message that will be read out to the caller.

    • Upload: Click Upload to upload an audio file to be played.

    • Record by Computer: Capture audio using the computer’s microphone.

Auto play the media (only visible if Audio is enabled): Click the toggle to enable or disable audio for consumers when media starts playing automatically.

  • With audio on: Enable audio for the end consumer, so that when the widget is opened, the audio plays automatically along with the displayed media type.
  • With audio off: Disable audio for the end consumer, so that when the widget is opened, the media plays automatically but without sound.

Allow interrupt: Click the toggle to enable or disable the option for consumers to click Skip while the audio above 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.

Allow Leave: Click the toggle to enable or disable the option for consumers to leave while going through the flow.

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.

Messaging

Messaging channels

Note: The messaging channels are Chat (In-app), Chat (Web), Facebook Messenger, SMS, and WhatsApp.

 
Media Type optionsSettings tabExits tab

Text: Display text.

Text 1, Text 2, …: Click the numbered icon to edit the associated set of text.  Select one of these options:

  • Enter text: Enter the text to display.

  • Choose from Assets Library: Select an existing asset from the pre-uploaded collection of assets available in the library.

    • Browse asset library: Select an existing text file from the asset library to use as the prompt.

    • Add new asset: Create a new text file to add to the asset library and to use as the prompt.

Next Step: Select the destination widget when the texts are displayed.

Send Media Failed: Select the destination widget if the media failed to send to the consumer.

Image: Display text and images.

Text 1, Text 2, …: Click the numbered icon to edit the associated set of text. Select one of these options:

  • Enter text: Enter the text to display.

  • Choose from Assets Library: Select an existing asset from the pre-uploaded collection of assets available in the library.

    • Browse asset library: Select an existing text file from the asset library to use as the prompt.

    • Add new asset: Create a new text file to add to the asset library and to use as the prompt.

Image 1, Image 2, …: Click the toggle to enable or disable an image. Select one of these options:

  • Browse asset library: Select an existing image file from the asset library to use as the prompt.

  • Add new asset: Upload a new image file to add to the asset library and to use as the prompt.

Note: Depending on the channel, the prompt image has the following size limit:

  • Chat (In-app): less than 10 MB

  • Chat (Web): less than 10 MB

  • SMS: less than 2 MB

  • Facebook Messenger: less than 8 MB

  • WhatsApp: less than 8 MB

Next Step: Select the destination widget when the texts/images are displayed.

Send Media Failed: Select the destination widget if the media failed to send to the consumer.

Video: Display videos.

Note: Only available for the following channels:

  • Chat (In-app)

  • Chat (Web)

 

 

Video 1, Video 2, …: Click the numbered icon to edit the associated video. Select one of these options:

  • Link to video: Enter the video URL.

  • Upload: Select an existing asset from the pre-uploaded collection of assets available in the library.

    • Browse asset library: Select an existing text file from the asset library to use as the prompt.

    • Add new asset: Upload or create a new text file to add to the asset library and to use as the prompt.

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.

Email

Email channel

 
Media Type optionsSettings tabExits tab

Email: Display Email files.

Select one of these options:

  • Browse asset library: Select an existing email file from the asset library to use as the prompt.

  • Add new asset: Upload a new email file to add to the asset library and to use as the prompt.

    • Asset Name: Enter an internal display name for the email asset.

    • Description (Optional): Enter an internal description for the email asset.

    • Category (Optional): Select a category for your email asset.

    • Asset Language: Select the language of the email asset.

    • Subject (Optional): Enter an email subject.

    • Body: Enter your message in the message box.

      • (Optional) At the top of the message box, use the formatting and layout options for your email message.

      • (Optional) At the bottom of the message box, use the icons to upload files, insert emojis, or upload images.

    • Signature (Optional): Create a signature to be automatically added to the bottom of the email.

Next Step: Select the destination widget after the email files are displayed.

Send Media Failed: Select the destination widget if the media failed to send to the consumer.