Barge-in options

The barge-in feature lets you configure an audio sequence that allows user input to bypass the audio. For example, your callers may know that they can press 2 to transfer immediately to customer service.

Barge-in and Genesys Dialog Engine Bot Flows

For bot flows, if you want to allow them to interrupt a bot response without listening to the entire audio message first, enable barge-in under Settings > User Input > General. This setting is applied globally.

This global setting allows users to bypass a question. For example, your callers may know that they say their account number without waiting for the entire question. The global barge-in feature is available at points in the conversation when the bot expects an answer from the customer; for example, in an Ask for Intent action. A user cannot interrupt at points in the conversation when the bot does not expect an answer, such as in a Communicate action.

Note: To enable barge-in functionality for a Google Dialogflow bot, see Enable barge-in for Google Dialogflow bots.

Select whether a caller can interrupt a bot response. 

The Voice Barge-in option is located under Settings > User Input > General. For new bot flows, this option is enabled by default. When you enable this global setting, you enable it for all “Ask for” actions in the bot flow that you are currently editing. For existing bot flows, this option is disabled in each flow by default.

  • To allow participants to interrupt a bot question at each “Ask for” action during the interaction, set the Voice Barge-in option to On.
  • To prevent participants to interrupt a bot question during the interaction, set the Voice Barge-in option to Off.

Barge-in and voice or message flows

In voice, chat, or message flows, to allow your users to transfer without listening to the entire audio message first, enable barge-in on the Audio Sequence Editor. You can also use the AudioPlaybackOptions function call an audio expression text. 

Notes:
  • The audio can be a .wav file or TTS.
  • For barge-in to occur, the spoken utterance or DTMF tone does not have to match anything.
  • When the system queues more than one audio playback, the barge-in setting for each audio play is honored while it actually plays. However; when barge-in triggers, it causes the current audio play to abort as well as to skip any audio plays that exist in the queue, regardless of their barge-in settings.
  • The Enable Barge-in checkbox only applies to non-custom audio expressions. It appears in custom expressions for multiple languages, but does not apply to them.
  • To enable barge-in functionality for a Google Dialogflow bot, see Enable barge-in for Google Dialogflow bots.

Before you implement barge-in for an audio sequence, confirm that you are OK with the caller bypassing the audio instead of being required to listen to it in its entirety. For example, if it is important that a caller hears an entire informational announcement, then you should not implement barge-in.

Preventing barge-in is helpful when you want the caller to hear disclaimer announcements or information about legal rights and obligations, such as informing them that the call is monitored or recorded.

To learn how to set up an ordered sequence of audio elements to play to the caller, see Set up an audio sequence.

In call flows, barge-in is enabled by default on new and existing audio sequences, with the exception of hold music. The Enable Barge-In check box, located in the lower left corner of the Audio Sequence dialog box, is enabled by default. To disable a caller’s ability to interrupt an audio sequence, clear the check box.

  • To allow callers to interrupt the audio prompt at any time during the prompt, in the Audio Sequence dialog box, select the Enable Barge-in check box.
  • To prevent callers from interrupting the audio sequence, clear the Enable Barge-in check box.

You can also create custom expressions in applicable actions to prevent users from interrupting audio playback. You can also set parameters that allow a caller to interrupt the audio in certain instances.

For more information, search for AudioPlaybackOptions in Architect’s built-in expression help. You can access built-in expression help from the help menu, by clicking the Functions button, or by using the type-ahead method:

Access Expression Help from the help menu

In the upper right corner of Architect, click the Help button and select Expression Help.

Access Expression Help using the Functions button

  1. From the Edit Expression dialog box or the Edit Audio Sequence dialog box, click the F() button. The Expression Help dialog box opens.

  2. To locate a specific element, do one of the following:

  • In the Search field, type the first few letters of the function you want to view. Architect displays potential matches.
  • In the Name / Symbol area, use the scroll bar to navigate to the function you want to view and click the function to see the properties.
  1. Click the X in the upper right corner to exit the Expression Help dialog box.

Access Expression Help using type-ahead

You can easily access expression-specific function help by using Architect’s type-ahead feature in the Edit Expression dialog box. When you type the first few letters of text, Architect displays a list of potential matches. Each match includes a ? that, when clicked, opens the Expression Help for that expression.