Adding a new message element

Last Updated : Dec 02, 2022 |

About this task

Add a new message element for a new or existing message. Each message can contain multiple message elements with text, audio, or TTS elements. You must configure messages for all possible combinations of channel, language, and message type.

Note:

If one of the possible combinations does not have a message, you can save the self-service flow as a draft. You cannot save the self-service flow as a version.

Procedure

  1. In the Self-service Flows view, locate the required self-service flow and click the Edit icon.
  2. Click the Flow creator tab.
  3. On the canvas, click the task to add a message element.

    Automation shows the Properties pane.

  4. Click the Messages tab.

    Automation shows a new window.

  5. At the top of the window, configure the required combination of channel, language, and message type.
  6. To add a new message element, click the Add icon and select one of the following content types:

    • Text: For Chat and Messaging channels.

    • Audio or Text To Speech Constant: For the Voice channel.

  7. For an audio element, do the following:
    1. In the Upload audio window, drag a media file or browse to the file location on your computer and click the Save icon.

      The audio file format must be .wav, 8 or 16 bits, 8 kHz, mono. The maximum file size is 2 MB.

    2. Optional To force the playback of the complete audio file, enable the Force audio playback switch.

      When you use the Force audio playback switch, Automation plays back the complete audio file before starting the next question if users respond early.

  8. For a text element, in the Add text window, type the text and click the Save icon.
  9. For a TTS element, in the Add Text To Speech window, do the following:
    1. Type the text.

      The text format must correspond to the format of the tag that you select.

    2. In the Interpret text as field, select one of the tags.

      One message element can contain one tag.

    3. Optional In Format, configure the format for the selected tag.
  10. Optional To add a variable, type the variable name or space in double curled brackets {{ }}, and select the variable.
  11. To save the changes, click the Save icon.