User Interaction Blocks

The blocks in this category are used to interact with callers in various ways, such as to offer them a list of menu options ("Press 1 to speak with an agent"), collect their information (such as an account number), play them a message, or record their call (or a selected portion of the call).

The blocks shown depend on the features that are enabled and the type of application that is being built. For example, only Digital applications will see blocks related to Chat.

Use the links below to learn more about each block.

Menu

Presents a list of choices to callers.

Used in: Self Service

Play Message

Plays audio messages to callers.

Used in: Self Service, Assisted Service

Record

Starts or stops a call recording.

Used in: Self Service

Record Utterance

Records a user's voice or DTMF inputs.

Used in: Self Service

User Input

Collects information from callers.

Used in: Self Service, Assisted Service

Chat Message (Digital only)

Sends a chat message to a contact.

Used in: Assisted Service

Chat Transcript (Digital only)

Emails the chat transcript to a contact.

Used in: Assisted Service, Finalize

Get Chat Transcript (Digital only)

Provides access to the latest chat transcript.

Used in: Assisted Service, Finalize

Send Email (Digital only)

Sends an email containing a standard-response message to a user.