Input Customer (IVR)
| Description |
Plays / Shows a prompt while allowing the caller to perform DTMF and chat inputs. ☝ Please NoteThis action uses up to 10 exit nodes to react to customer input. When the corresponding prompt properties are not filled out, saving is not possible. |
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| Required Predecessor | Accept | ||||||
| License |
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| Modalities | Audio / Video | Instant Messaging | External Task | ||||
Common Properties
💡 Some of the fields/properties are only shown when the corresponding option is toggled on.
| Configurable Properties | Description |
|---|---|
| Main Prompt Type |
🔍 Audio resources can be added via Configuration > Resources. |
| Prompt Language | Allows to select the locale / voice to use when using the Text-to-Speech engine. |
| Prompt Text | Allows you to add text that will be read in the prompt language / locale. |
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Input during announcement ( barge in ) |
When enabled:
When disabled:
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Max Input Timeout ( toggle ) |
Enables a maximum wait time to be specified in field below. |
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Max Input Timeout hh:mm:ss (default 00:00:30) |
Maximum wait time for any caller response to be started.
💡 Once started the "Time to complete started input" field applies (not supported by Instant Messaging). 💡 If nothing was entered, the "No Recognition (NR)" exit node is used. |
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Time to complete started input hh:mm:ss (min 00:00:01, max 00:00:09) |
Specifies the time the caller has to complete the next input. |
| Expected Input | Description |
| Name | A clear name for the exit node. ✅ You can add up to 10 nodes by clicking "Add Input" at the end this field group. |
| DTMF |
Allows to enter multiple DTMF tones / digits per exit node. 🔍 If a user hasn't entered all expected digits yet – or the input is ambiguous (expected input 1: 123, input 2: 12, the caller enters "12") – the "Time to complete started input" applies before the DTMF is evaluated. 🔍 Unexpected key combinations are marked as as unclear and escalated with a “Wrong Input” prompt. |
| Missing Input | Description |
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Timeout hh:mm:ss (default 00:00:10) |
Time for the caller to enter input. Afterwards the 1st prompt is played. |
1st Prompt |
Message to play when the input was not occurring in the timeout. A selection of the following options:
🔍 Audio resources can be added via Configuration > Resources . If User enters no input within the silence timeout:
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| Wrong Input | Description |
1st Prompt |
Message to play when the input was not recognized. A selection of the following options:
🔍 Audio resources can be added via Configuration > Resources . If User enters a wrong input:
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Input Limitation
It is not possible for the caller to use the hash symbol (#) when entering input.
Manual Replacement of Input Customer with Input Customer (Advanced)
By right-clicking on the Input Customer workflow activity, you can replace it with Input Customer (Advanced):
💡 This only works in case the workflow doesn't have a workflow template with workflow or structure lock.
When replacing Input Customer with Input Customer (Advanced), all connections (entries and exits) and all values from all properties are preserved.
💡 It is currently not possible to downgrade from Input Customer (Advanced) to Input Customer.
Audio / Video
Instant Messaging
| Configurable Properties | Description |
|---|---|
| Main Prompt Type | Not applicable. |
| Prompt Language | Not applicable. |
| Prompt Text | Not applicable. |
|
Input during announcement ( barge in ) |
Not applicable. |
|
Max Input Timeout ( toggle ) |
Enables a maximum wait time to be specified in field below. |
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Max Input Timeout hh:mm:ss (default 00:00:30) |
Maximum wait time for any chat response. The time of message receive applies:
💡 Once started the "Time to complete started input" field applies. 💡 If nothing was entered, the "No Recognition (NR)" exit node is used. |
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Time to complete started input hh:mm:ss (min 00:00:01, max 00:00:09) |
Not applicable. |
| Expected Input | Description |
| Name |
A clear name for the exit node. ✅ You can add up to 10 nodes by clicking "Add Input" at the end this field group. |
| Input | Multi Line Text Box with Custom Parameters and System Fields and Parameters support.
💡 Example: A customer secret is taken from a CRM and expected as an input from the customer to verify. Refer to Power Automate Use Case for examples on data retrieval.
☝ Limitation: When the customer is chatting very fast, it could be that the "Input Customer" activity catches and evaluates the wrong input. We recommend to loop the NR (not recongized) exit on an extra "Chat" message, then back to the activity itself. |
| Missing Input | Description |
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Timeout hh:mm:ss (default 00:00:10) |
Time for the chat. Afterwards the 1st prompt is played.
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1st Prompt |
Multi Line Text Box with Custom Parameters and System Fields and Parameters support. If User enters no input within the timeout:
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| Wrong Input | Description |
1st Prompt |
Multi Line Text Box with Custom Parameters and System Fields and Parameters support. If User enters a wrong input:
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