Customizing the Collect Input widget

Contact center admins can add and edit the Collect Input widget. The Collect Input widget allows you to collect inputs like key presses from engagements. For example, you can create an IVR menu that routes to a certain queue when consumers press 1.

For video flows, the Collect Input widget displays a prompt to consumers before they enter the Waiting Room. The prompt can display an image or video, and consumers can use the prompt's text box to enter text. For example, you can ask consumers to input the language they would like to be served in, then route them to a certain queue.

Requirements for customizing the Collect Input widget

Table of Contents

How to add and edit the Collect Input widget

  1. Sign in to the Zoom web portal.
  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 Collect Input onto the preferred location in the flow.
  5. Select the Collect Input widget.
  6. (Optional) In the right-side panel, click Rename to change the display name of the widget.
  7. In the Settings tab, select an input method in the Collect Input drop-down menu.
  8. Customize the associated settings and exits.

Collect Input widget settings

 
Collect Input optionsSettings tabExits tab

Input capture: Collect a keypress or voice input using an interactive voice response (IVR) system.

(only available for voice channel)

 

Audio Prompt 1, Audio Prompt 2,…: Click the numbered icon to edit the associated audio. You can add up to 10 audio prompts. Select one of the following methods to configure the audio:

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

Keypress input: Click the toggle to specify the ending keypress to confirm consumer input.

  • Maximum number of digits (Keypress input): Set the maximum number of digits callers can input.

Voice Input: Click the toggle to use automatic speech recognition for consumer inputs. 
Note: This feature must be enabled by Zoom.

  • Alphanumeric identifier: Enable this option to allow callers to input a combination of letters and numbers. This is useful for identifiers such as account numbers, order IDs, or unique item references used in various systems.
  • Maximum speech duration: Set the maximum allowed time (in seconds) for callers to speak their input.
  • End of input (silence duration): Set the length of silence (in seconds) after which the system will stop accepting input.

Max Wait Duration: Specify the max wait duration in seconds. If exceeded, the Timeout exit setting takes effect.

Repeat prompt: Specify the number of times the system will repeat the prompt after in the event of no input or inter-digit timeout.

 

End of Input: Select the destination widget when the caller inputs the ending keypress. Typically, you would select a Condition widget to verify the input of the CollectInput.Digits variable.

Incorrect Input: Select the destination widget when the inputs are incorrect; for example, the number of digits exceeds the maximum.

Timeout: Select the destination widget if the call exceeded the Timeout in seconds set in the widget’s settings.

Send audio failed: Select the destination widget if the audio prompt failed to play the message.

Speech model error: Select the destination widget if an error with recording input occurred or unable to connect with the speech model.

Menu: Collect keypress inputs.

(only available for voice channel)

Audio Prompt 1, Audio Prompt 2, …: Click the numbered icon to edit the associated audio. You can add up to 10 audio prompts. Select one of the following methods to configure the audio:

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

Keypress input: Click the toggle to allow callers to use keypresses for menu selections.

Voice Input: Click the toggle to use keywords or intents to identify a caller’s response. 
Note: This feature must be enabled by Zoom.
If you select intents, configure the following:

  • Intent group: Select the intent group to be used for interpreting caller responses.
  • Maximum speech duration: Set the maximum allowed time (in seconds) for callers to speak their input.
  • End of input (silence duration): Set the length of silence (in seconds) after which the system will stop accepting input.

Max Wait Duration: Specify the max wait duration in seconds. If exceeded, the Timeout exit setting takes effect.

Repeat prompt: Specify the number of times the system will repeat the prompt after in the event of no input or inter-digit timeout.

 

Exit1, Exit 2, …: Click Add Exit to add more exit conditions, then change these settings.

  • Keypress Input: Set the key to be pressed by the caller for the current exit.
  • Voice Input: If you select Keywords as the Voice Input method, specify the voice keywords that the caller must say to trigger the current exit. Click Add Keywords to add additional keywords. If you select Intents, choose from the list of available intents or click Add Intent to add a new intent.
  • Map Exit to Skill: Select or search for a skill category and skill to map to this exit to better match consumers to agents with the relevant skill. Typically, you can flow to a Route To > Queue widget so that the queue can prioritize routing to agents that have the skill. For example, if you're collecting IVR key presses, you can define an exit for "Press 1 for English support" and map it to the English skill.
    Note: The skill category and skill must be added to the associated agent routing profile of the flow's queue.
  • Next Widget: Select the destination widget if the caller inputs an associated keypress or says an associated keyword.

Timeout: Select the destination widget if the call exceeded the Max Wait Duration set in the widget’s settings.

No Match: Select the destination widget if the caller doesn’t input an associated key or says an associated keyword.

Send audio failed: Select the destination widget if the audio prompt failed to play the message.

Speech model error: Select the destination widget if an error with recording input occurred or unable to connect with the speech model.

 

Text Input: Collect text input.

(This table row applies to the web chat, in-app, SMS, and social media channels)

 

 

Prompt Text: Enter text to display to consumers. Select one of the following methods to configure the text prompt:

  • Enter Text: Enter the text to display.
  • Choose from Assets 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 the library to use as the prompt.

Image: Select an image to display as part of the prompt. The image file must be less than 2 MB. Use one of the following methods:

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

Max Wait Duration: Enable the toggle to specify the max wait duration in seconds. If exceeded, the Timeout exit setting takes effect. The default duration is 300 seconds (5 minutes). The max duration is 1,800 seconds (30 minutes).

 

End of Input: Select the destination widget when the caller inputs the ending keypress. Typically, you would select a Condition widget to verify the input of the CollectInput.TextInput variable.

Timeout: Select the destination widget if the call exceeded the Max Wait Duration set in the widget’s settings.

Text Input: Collect text input.

(This table row applies to the video channel)

 

 

Prompt media type: Select the media type to display to consumers. Select Video, Image or Slides:

  • Browse asset library: Select an existing file from the asset library to use as the prompt.
  • Add new asset: Create a new asset to the library to use as the prompt.

Text: Click the toggle to display text to consumers. If enabled, enter the text manually or choose an existing text asset from the library.

Audio: Click the toggle to enable audio to be played while displaying the text and images specified above. Choose an existing audio file or add a new asset from the library.

Auto play the media (only visible if Audio is enabled): Click the toggle to enable 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: 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.

Allow Leave: Allow consumers to leave while going through the flow.

Input length: Specify the min and max input length in number of characters.

Max Wait Duration: Enable the toggle to specify the max wait duration in seconds. If exceeded, the Timeout exit setting takes effect.

 

End of Input: Select the destination widget when the caller inputs the ending keypress. Typically, you would select a Condition widget to verify the input of the CollectInput.TextInput variable.

Timeout: Select the destination widget if the call exceeded the Max Wait Duration set in the widget’s settings.

Quick reply: Collect text input and specify different buttons consumers can click on.

(This table row applies to the video channel. See the next row for the web, in-app chat, SMS and social media channels.)

 

 

Quick reply type: Select how consumers interact with the quick reply options:

  • Button: Displays options as clickable buttons.
  • Dropdown: Displays options in a dropdown menu.

Prompt media type: Select the media type to display to consumers. Select Video, Image or Slides:

Text: Click the toggle to display text to consumers. If enabled, enter the text manually or choose an existing text asset from the library.

Audio: Click the toggle to enable audio to be played while displaying the text and images specified above. Choose an existing audio file or add a new asset from the library.

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: 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.

Allow Leave: Allow consumers to leave while going through the flow.

Max Wait Duration: Enable the toggle to specify the max wait duration in seconds. If exceeded, the Timeout exit setting takes effect. The default duration is 300 seconds (5 minutes). The max duration is 1,800 seconds (30 minutes).

 

Exit1, Exit 2, …: Click Add Exit to add more exit conditions, then change these settings.

  • Exit name: Set the display name that consumers can click.
  • Button/Option Name: Enter an internal display name for the exit. This will display on the Collect Input widget for easy identification.
  • Map Exit to Skill: Select or search for a skill category and skill to map to this exit to better match consumers to agents with the relevant skill. Typically, you can flow to a Route To > Queue widget so that the queue can prioritize routing to agents that have the skill. For example, if you're collecting key presses, you can define an exit for English and map it to the English skill.
    Note: The skill category and skill must be added to the associated agent routing profile of the flow's queue.
  • Next Widget: Select the destination widget if the caller clicks the associated button.

Timeout: Select the destination widget if the call exceeded the Max Wait Duration set in the widget’s settings.

No Match: Select the destination widget if the consumer doesn’t input an associated key.

Quick reply: Collect text input and specify different buttons consumers can click on.

(This table row applies to the web, in-app chat, SMS and social media channels. See the previous row for the video channel.)

Prompt Text: Enter text to display to consumers. Select one of the following methods to configure the text prompt:

  • Enter Text: Enter the text to display.
  • Choose from Assets Library:
    • Browse asset library: Select an existing text file from asset media library to use as the prompt.
    • Add new asset: Create a new text file to the library to use as the prompt.

Image: Select an image to display as part of the prompt. The image file must be less than 2 MB. Use one of the following methods:

  • Browse asset library: Select an existing image file from the media library to use as the prompt.
  • Add new asset: Create a new image asset to the library to use as the prompt.

Max Wait Duration: Enable the toggle to specify the max wait duration in seconds. If exceeded, the Timeout exit setting takes effect. The default duration is 300 seconds (5 minutes). The max duration is 1,800 seconds (30 minutes).

 

Exit1, Exit 2, …: Click Add Exit to add more exit conditions, then change these settings.

  • Button Name: Set the button display name that consumers can click.
  • Map Exit to Skill: Select or search for a skill category and skill to map to this exit to better match consumers to agents with the relevant skill. Typically, you can flow to a Route To > Queue widget so that the queue can prioritize routing to agents that have the skill. For example, if you're collecting key presses, you can define an exit for English and map it to the English skill.
    Note: The skill category and skill must be added to the associated agent routing profile of the flow's queue.
  • Next Widget: Select the destination widget if the caller clicks the associated button.

Timeout: Select the destination widget if the call exceeded the Max Wait Duration set in the widget’s settings.

No Match: Select the destination widget if the consumer doesn’t input an associated key.