Set up default action settings

Feature coming soon: Voicemail flows

You can configure default settings for a flow’s actions. You can also override the settings within each action.

Note: The Actions section only appears if the flow contains default settings that you can override.

Under Settings, click Actions to configure default settings for certain actions

Action Timeout Description and use

Collect Input

No Entry Timeout

Sets the default amount of time, in seconds, that the system waits for input from the caller when input is necessary. For example, this input could be a menu option or account number. The default no entry timeout is 5 seconds.

Click + and  to set the number of seconds the system waits with no entry before timing out. 

Inter-digit Timeout

Sets the length of time to wait, in seconds, from when the caller presses a digit until the caller presses the next digit. The default inter-digit timeout is 3 seconds. For example, a caller begins to enter a four-digit account number and is distracted after pressing the first digit. After 3 seconds, the system prompts the caller to start data entry over.

Click + and – to set the number of seconds the system waits between each entry before timing out.

Dial By Extension

Inter-Digit Timeout

Similar to the Collect Input’s inter-digit timeout, this control sets the length of time, in seconds, from when a caller presses an extension digit until the caller presses the next digit. The system waits a default of 6 seconds between digits when listening for extension dialing. If a timeout occurs, then Architect reprompts the caller according to the reprompt controls.

Click + and  to set the number of seconds the system waits between each entry before timing out.

Under Settings, click Actions to configure default settings for certain actions

Action Timeout Description and use

Call Data Action

Processing prompt

Select the default prompt to provide feedback to the user to inform them that the system is processing the request.

Collect Input

No Entry Timeout

Sets the default amount of time, in seconds, that the system waits for input from the caller when input is necessary. For example, this input could be a menu option or account number. The default no entry timeout is 5 seconds.

Click + and  to set the number of seconds the system waits with no entry before timing out. 

Inter-digit Timeout

Sets the length of time to wait, in seconds, from when the caller presses a digit until the caller presses the next digit. The default inter-digit timeout is 3 seconds. For example, a caller begins to enter a four-digit account number and is distracted after pressing the first digit. After 3 seconds, the system prompts the caller to start data entry over.

Click + and – to set the number of seconds the system waits between each entry before timing out.

Detect Silence

 

 

Silence Duration

Set the amount of continuous silence to wait for the customer reply.

  • Default: 1 second
  • Minimum value: 0.25 seconds
  • Maximum value: 10 

Timeout

Set the total amount of time to wait for continuous silence before the interaction fails and takes the timeout output.

  • Default: 40 seconds
  • Minimum value: 1 second
  • Maximum value: 1 minute

Dial By Extension

Inter-Digit Timeout

Similar to the Collect Input’s inter-digit timeout, this control sets the length of time, in seconds, from when a caller presses an extension digit until the caller presses the next digit. The system waits a default of 6 seconds between digits when listening for extension dialing. If a timeout occurs, then Architect reprompts the caller according to the reprompt controls.

Click + and  to set the number of seconds the system waits between each entry before timing out.

Transfer to Group

Connect Timeout

Select the amount of time to wait for the customer to reply before it transfers to a designated group.

  • Default: 10 seconds
  • Minimum value: 1 second

Transfer to Number

Connect Timeout

Select the amount of time to wait for the customer to reply before it transfers to a designated telephone number.

  • Default: 10 seconds
  • Minimum value: 1 second

Transfer to User

Connect Timeout

Select the amount of time to wait for the customer to reply before it transfers to a designated group.

  • Default: 10 seconds
  • Minimum value: 1 second

Under Settings, click Actions to configure default settings for certain actions. The settings that you can configure depend on the supported flow type.

Note: The system ignores this action in these flow types: Inbound chat flow, inbound email flow, inbound message flow, survey invite flow, workflow, and bot flow.

For the following actions, optionally change the default prompt to provide feedback to the user that the system is processing the request. 

You can upload a new audio file, record a prompt from your browser, add text-to-speech, or set up an audio sequence. For more information, see Configure prompt resources