Customizing the Collect Input widget in zoom app
Admins of call centers can add and edit widgets for Collect Input during the registration process. You have the option to collect inputs from engagements via the Collect Input widget, just like key presses. In an IVR system, for instance, you might be able to set up a menu that, when consumers press 1, routes them to a certain queue.
During a video flow, a prompt is displayed to the consumer before they enter the Waiting Room that allows them to collect inputs. It is possible for consumers to enter text in the prompt’s text box while the prompt displays an image or video. Depending on the language you would like to serve the consumers in, you can ensure that they are routed to the appropriate queue based on the language they enter.
Prerequisites for customizing the Collect Input widget
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Ownership or administrative privileges of the account
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Whether you are a Business, Education, or Pro account holder
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A license for Zoom Contact Center is required
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Create a voice, video, web chat, a chat room within an application, or an SMS message flow
How to add and edit the Collect Input widget
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Zoom’s web portal can be accessed by logging in.
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Click Contact Center Management from the navigation menu and then click Flows from the drop-down list.
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The display name of a flow can be edited by clicking on it.
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The widgets panel on the left will have a Collect Input widget in the center. Click and drag this widget to the desired location in the flow.
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The widget Collect Input can be selected by clicking on it.
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The widget’s display name can be changed by clicking Rename in the right-hand panel of the widget’s settings page.
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Choose an input method from the drop-down list under the Collect Input option in the Settings tab.
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You can customize the exits and settings associated with those exits.
Collect Input widget settings
| Collect Input options | Settings tab | Exits tab |
|---|---|---|
| IVR: Collect a keypress or voice input using an interactive voice response (IVR) system. | Audio Prompt: Click the numbered icon to edit the associated audio. You can add up to 10 audio prompts. Select one of these options in the drop-down menu. | Exit1, Exit 2, …: Click Add Exit to add more exit conditions, then change these settings. |
| (only available for voice channel) | Text To Speech: Enter text which will be spoken to the caller in the Message to play text box. | Keypress Input: Set the key to be pressed by the caller for the current exit. |
| Upload Audio: Click Upload to upload an audio file to be played. | Voice Input: Enable the toggle to set the voice keywords that the caller needs to say for the current exit. Click Add Keywords to add more keywords. | |
| Asset Library: Select an existing audio file from the media library. | Name: Enter a display name for the exit. This will display on the Collect Input widget for easy identification. | |
| Map Exit to Skill: Select or search for a skill category and skill to map to this exit to better match consumers to agents with the relevant skill. Typically, you can flow to a Route To > Queue widget so that the queue can prioritize routing to agents that have the skill. For example, if you're collecting IVR key presses, you can define an exit for "Press 1 for English support" and map it to the English skill. | ||
| Max Wait Duration: Enable the toggle to specify the max wait duration in seconds. If exceeded, the Timeout exit setting takes effect. | Note: The skill category and skill must be added to the associated agent routing profile of the flow's queue. | |
| Next Widget: Select the destination widget if the caller inputs an associated keypress or says an associated keyword. | ||
| Timeout: Select the destination widget if the call exceeded the Max Wait Duration set in the widget’s settings. | ||
| No Match: Select the destination widget if the caller doesn’t input an associated key or says an associated keyword. | ||
| Digit Input: Collect keypress inputs. | Audio Prompt: Click the numbered icon to edit the associated audio. You can add up to 10 audio prompts. Select one of these options in the drop-down menu. | End of Input: Select the destination widget when the caller inputs the ending keypress. Typically, you would select a Condition widget to verify the input of the CollectInput.Digits variable. |
| Incorrect Input: Select the destination widget when the inputs are incorrect; for example, the number of digits exceeds the maximum. | ||
| (only available for voice channel) | Text To Speech: Enter text which will be spoken to the caller in the Message to play text box. | Timeout: Select the destination widget if the call exceeded the Timeout in seconds set in the widget’s settings. |
| Upload Audio: Click Upload to upload an audio file to be played. | ||
| Asset Library: Select an existing audio file from the asset library. | ||
| Ending keypress: Select the ending keypress that the caller needs to press for the input to be collected. | ||
| Maximum number of digits: Enter the maximum number digits that caller can press. | ||
| Timeout in seconds: Specify the timeout value in seconds. If exceeded, the Timeout exit setting takes effect. | ||
| Text Input: Collect text input. | Prompt Text: Enter text to display to consumers. | End of Input: Select the destination widget when the caller inputs the ending keypress. Typically, you would select a Condition widget to verify the input of the CollectInput.TextInput variable. |
| (This table row applies to the web chat, in-app, or SMS channels.) | Max Wait Duration: Enable the toggle to specify the max wait duration in seconds. If exceeded, the Timeout exit setting takes effect. | Timeout: Select the destination widget if the call exceeded the Max Wait Duration set in the widget’s settings. |
| Text Input: Collect text input. | Prompt media type: Select the media type to display to consumers. | End of Input: Select the destination widget when the caller inputs the ending keypress. Typically, you would select a Condition widget to verify the input of the CollectInput.TextInput variable. |
| (This table row applies to the video channel.) | Timeout: Select the destination widget if the call exceeded the Max Wait Duration set in the widget’s settings. | |
| Video: Select one of these options in the drop-down menu. | ||
| Upload Video: Click Upload Video to upload a video file to be played. After uploading, hover over the ellipses icon | ||
| for these options: | ||
| Send to Assets Library: Add the uploaded video file to the asset library. The Video setting will change to indicate that the file is in the asset library. | ||
| Delete: Delete the file from the widget settings. | ||
| Asset Library: Select an existing video file from the asset library. | ||
| Image: Select one of these options in the drop-down menu. | ||
| Upload Image: Click Upload Image to upload an image file to display. After uploading, hover over the ellipses icon | ||
| for these options: | ||
| Send to Assets Library: Add the uploaded image file to the asset library. The Image setting will change to indicate that the file is in the asset library. | ||
| Delete: Delete the file from the widget settings. | ||
| Asset Library: Select an existing image file from the asset library. | ||
| Slides: Select one of these options in the drop-down menu. | ||
| Upload Slides: Click Upload Slides to upload a PDF to display. After uploading, hover over the ellipses icon | ||
| for these options: | ||
| Delete: Delete the file from the widget settings. | ||
| Asset Library: Select an existing PDF from the asset library. | ||
| Text: Click the toggle to enable or display text to display to consumers. If enabled, enter text to display. | ||
| Audio: Click the toggle to enable or disable audio to be played while displaying the specified media. Select one of these options in the drop-down menu. | ||
| Upload Audio: Click Upload Audio to upload an audio file to be played. After uploading, hover over the ellipses icon | ||
| for these options: | ||
| Send to Assets Library: Add the uploaded audio file to the asset library. The Audio setting will change to indicate that the file is in the asset library. | ||
| Delete: Delete the file from the widget settings. | ||
| Asset Library: Select an existing audio file from the asset library. | ||
| Allow interrupt (only visible if Audio is enabled): Allow consumers to click Skip while the audio above is playing. If disabled, consumers will not be able to click Skip while audio is playing. Regardless of this setting, consumers can click Skip after the audio is done playing to skip all slides and be routed based on the specified destination widget. | ||
| Input length: Specify the min and max input length in number of characters. | ||
| Max Wait Duration: Enable the toggle to specify the max wait duration in seconds. If exceeded, the Timeout exit setting takes effect. | ||
| Quick reply: Collect text input and specify different buttons consumers can click on. | Prompt media type: Select the media type to display to consumers. | Exit1, Exit 2, …: Click Add Exit to add more exit conditions, then change these settings. |
| (only available for video channel) | ||
| Video: Select one of these options in the drop-down menu. | Button Input: Set the button to be pressed by the caller for the current exit. | |
| Upload Video: Click Upload Video to upload a video file to be played. After uploading, hover over the ellipses icon | Name: Enter a display name for the exit. This will display on the Collect Input widget for easy identification. | |
| for these options: | Next Widget: Select the destination widget if the caller clicks the associated button. | |
| Send to Assets Library: Add the uploaded video file to the asset library. The Video setting will change to indicate that the file is in the asset library. | ||
| Delete: Delete the file from the widget settings. | Timeout: Select the destination widget if the call exceeded the Max Wait Duration set in the widget’s settings. | |
| Asset Library: Select an existing video file from the asset library. | ||
| Image: Select one of these options in the drop-down menu. | ||
| Upload Image: Click Upload Image to upload an image file to display. After uploading, hover over the ellipses icon | ||
| for these options: | ||
| Send to Assets Library: Add the uploaded image file to the asset library. The Image setting will change to indicate that the file is in the asset library. | ||
| Delete: Delete the file from the widget settings. | ||
| Asset Library: Select an existing image file from the asset library. | ||
| Slides: Select one of these options in the drop-down menu. | ||
| Upload Slides: Click Upload Slides to upload a PDF to display. After uploading, hover over the ellipses icon | ||
| for these options: | ||
| Delete: Delete the file from the widget settings. | ||
| Asset Library: Select an existing PDF from the asset library. | ||
| Text: Click the toggle to enable or display text to display to consumers. If enabled, enter text to display. | ||
| Audio: Click the toggle to enable or disable audio to be played while displaying the specified media. Select one of these options in the drop-down menu. | ||
| Upload Audio: Click Upload Audio to upload an audio file to be played. After uploading, hover over the ellipses icon | ||
| for these options: | ||
| Send to Assets Library: Add the uploaded audio file to the asset library. The Audio setting will change to indicate that the file is in the asset library. | ||
| Delete: Delete the file from the widget settings. | ||
| Asset Library: Select an existing audio file from the asset library. | ||
| Allow interrupt (only visible if Audio is enabled): Allow consumers to click Skip while the audio above is playing. If disabled, consumers will not be able to click Skip while audio is playing. Regardless of this setting, consumers can click Skip after the audio is done playing to skip all slides and be routed based on the specified destination widget. | ||
| Max Wait Duration: Enable the toggle to specify the max wait duration in seconds. If exceeded, the Timeout exit setting takes effect. |