Collect Input widget can be added and edited by contact center administrators. With the Collect Input widget, it is possible to capture inputs from engagements such as key presses. The IVR menu can, for example, be designed in such a manner that consumers who press one are routed to a specific queue when they dial 1.
The Collect Input widget is used to display a prompt to consumers who are entering the Waiting Room before they enter the video flow. Consumers can enter text into the prompt’s text field by using the prompt’s text box, and a picture or video can appear alongside the prompt. In the case of a call center, consumers could be asked to enter their language preference, and then routed to a queue that speaks the language they want.
In this article, we will discuss the following topics:
- How to add and edit the Collect Input widget
- Collect Input widget settings
Contents
Prerequisites for customizing the Collect Input widget
- Ownership or administrative privileges of an account
- A professional account, a business account, or an education account
- Zoom Contact Center is licensed by Zoom Contact Center
- Flows can be created for voice, video, chat, or SMS communications
How to add and edit the Collect Input widget
- To access the Zoom web portal, you will need to sign in.
- Select Contact Center Management then Flows from the navigation menu at the top of the screen.
- The display name of a flow can be edited by clicking on it.
- Click and drag Collect Input to where you want it to appear in the flow by clicking and dragging it on the left-side widget panel.
- Please select the widget called Collect Input from the list.
- To change the display name of the widget, click the Rename button in the right-side panel, which can be found in the bottom panel.
- In Settings, you will find a drop-down menu in the Collect Input field that allows you to select an input method.
- Specify the settings and exits associated with the associated settings.
Collect Input widget settings
Collect Input options | Settings tab | Exits tab |
IVR: This type of method is used to collect a key press or voice input through the use of an interactive voice response (IVR) system.
(only available for voice channel) |
Audio Prompt: From the following list, select one of the options.
A maximum wait time can be specified in seconds by specifying a timeout value. Timeout exit settings take effect if the expiration period is exceeded. |
Exit1, Exit 2, …: To add additional exit conditions, click the Add Exit button, then you can modify these settings.
Timeout: If the call exceeds the Timeout in seconds set in the widget’s settings, then select the destination widget in the widget’s settings. No Match: The destination widget will be selected when the caller does not input an associated key or say an associated keyword. |
Digit Input: This function collects keystroke inputs.
(only available for voice channel) |
Audio Prompt: Please select from the following options.
It is possible to select the ending keypress which should be pressed by the caller for the input to be collected at the end of the call. Maximum number of digits: This is where you can specify what number of digits the caller can press. In seconds, you can specify how long a timeout should last in seconds. In the event that the Timeout exit setting is exceeded, the exit setting will take effect. |
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Collect text input from the user.
The channel can be used for chats or SMS messages |
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Text Input: Collect text input.
(for video channel) |
Prompt media type: There will be a prompt asking the consumer which type of media they would like to show to their consumers.
Clicking the toggle button will enable or display text to consumers, depending on what choice they make. In order for the feature to be enabled, you will need to enter the text you wish to appear. In order to enable or disable audio playback while playing the specified media, click the toggle to enable or disable the audio. In the drop-down menu, you will see a list of options that you can choose from.
Input length: Input length is specified as the minimum and maximum number of characters. It is possible to specify a maximum wait time in seconds by specifying the maximum wait time. There is an exit setting that will take effect if the Max Wait Time is exceeded. |
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My quick response would be to collect text input from the consumer and specify which of the buttons they can click on. Please note that this feature is only available for video channels
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Prompt media type: The prompt will ask you to choose which media type you want to display to consumers.
You can enable or display text on the screen for consumers by clicking the toggle button. The text to be displayed can be entered if enabled. During the display of the specified media, you can toggle the audio playback option to enable or disable it while the audio is being played. Drop down menus will appear where you will be able to select one of these options.
This is the maximum wait time that can be specified in seconds. There is an exit setting known as the Max Wait Time that takes effect when this setting is exceeded. |
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