Prompt

The Prompt component plays audio to callers as they move through a call flow. Use it to greet people, read out instructions, or hold them with music while the rest of the flow decides where to send them.

What you can play

The component supports three kinds of prompt.

Prompt type	What it plays
Custom Prompt	An existing custom prompt, or a new one you record from an extension or upload as an audio file.
Music on Hold (MoH)	A hold-music track you have already saved on the system.
Text to Speech (TTS)	Text you type, spoken back in the language and voice style you choose.

Note

Before you can select Music on Hold, the track has to exist. Add it under PBX Settings > Voice Prompt > Music on Hold first.

Note

Text to Speech only appears once the feature is turned on. Enable it under Integrations > AI.

Configure the component

1. Add the Prompt component to your call flow, then click it to open its settings.

   

2. Choose a prompt type and fill in its settings, following the relevant section below.

3. Click Confirm in the bottom-right corner. The prompt you picked now shows on the component.

   

Play a custom prompt

1. Select Custom Prompt.

2. Choose the prompt or prompts to play.

   Note

   You can add up to 5 custom prompts.

   • To use a prompt that already exists, pick it from the Prompt list.

   • To add a new one, click Record New to record from an extension, or Upload to add an audio file.

     Note

     New prompts are saved under PBX Settings > Voice Prompt > Custom Prompt.

3. Optional: to repeat the prompt(s) continuously, select Enable Loop Playback.

   Caution

   The loop is not permanent. As soon as the caller reaches the next connected component, if that component has its own prompt it takes over and the loop stops. Do not rely on loop playback to hold a caller indefinitely.

Play music on hold

1. Select Music on Hold.
2. Pick a saved track from the Music on Hold list.

Note

The hold music is cut short if the next connected component has its own prompt, that prompt takes over.

Play a text-to-speech message

1. Select Text to Speech.

2. Enter the message and choose its voice style. You can write either static or dynamic text.

   • Static text: type the message straight into the Text field.

   • Dynamic text: type the message and drop in placeholders backed by variables, so the wording is built at call time. You can also set how long the system may take to generate the speech and where to send the caller if that limit is hit.

     Example:

     

   The generated speech is stored on the system and synced to PBX Settings > Voice Prompt > Custom Prompt.

3. Optional: to control what happens when the speech takes too long to generate, select TTS Response Timeout, then attach the next components to the TTS Playback Success and TTS Response Timeout branches.

   Note

   Leave the timeout branch unset and a caller who hits the limit simply moves on to the next component without hearing anything.

Component variable

When a Prompt component uses text to speech, the system saves the outcome in a variable. Expression-aware components such as Condition can read that value and route the call accordingly.

Note

Because a call flow can hold several Prompt components, each one is numbered in the order it was added (Prompt 1, Prompt 2, and so on). Include the right index in the variable so you read the outcome of the component you mean.

Variable	Type	Description	Example
$Prompt{index}.ttsResult	String	The text-to-speech outcome of the Prompt component: PromptTTSResult.Success means the text was converted and played to the caller; PromptTTSResult.Timeout means it was not generated in time, so the caller moved straight to the next component with no prompt.	$Prompt1.ttsResult(STRING)=PromptTTSResult.Success

Connect the component

A Prompt component connects to one downstream component, or two when TTS Response Timeout is on (one for success, one for the timeout). You can connect any of the components below.

Component	What it does
Prompt	Plays another audio prompt or text-to-speech message to the caller.
Business Hours	Routes calls to different destinations based on the time of day.
Menu	Offers callers a set of options and routes on the DTMF (Dual-Tone Multi-Frequency, the touch-tone signal a phone keypad sends) digit they press.
User Input	Collects DTMF digits from the caller, usually paired with Condition to route on what was entered.
Language	Switches the system-prompt language for the components that follow.
Record	Starts recording once the caller connects to another party, with optional notice prompts, or disables recording for a call that would otherwise be recorded.
Dial by Number	Lets callers dial a number directly to reach their destination.
Dial by Name	An end component that lets callers reach a user by typing the first three letters of their name.
Transfer	An end component that hands the caller to a set destination, with an optional prompt announcing the transfer.
Hang Up Call	An end component that disconnects the caller.
Condition	Routes calls according to logical expressions.
Loop	Repeats a group of components a set number of times or until a condition is met.
Internal Data Ops	Reads from and writes to the PBX’s built-in database. See Get Extension Presence Status, Set Extension Presence Status, Get Queue Agent, Get Queue Info, Get Agent Status, Set Agent Status, Get System Info, Get System Capacity, Get Extension Info, and Get Company Contact Info.
Email Sender	Sends email for real-time notifications, alerts, or user-specific information.
Database Access	Runs SQL (Structured Query Language, the language used to read and write database records) against a database mid-call to read or update data.
HTTP Request	Sends HTTP requests to external servers to exchange data with third-party services.