Customizing the Send Media widget in zoom app
The Send Media widget can be added and edited by contact center administrators. Send Media widgets allow you to redirect to custom text strings, images, or audio files through the use of a URL. Video flows can also be created with the addition of videos or slide shows (PDFs).
Prerequisites for customizing the Send Media 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 voice, video, web, in-app, or SMS flows based on your preference
How to add and edit the Send Media 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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Send Media can be dragged and dropped into any desired location in the flow using the widgets panel on the left.
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By selecting the Send Media widget, you will be able to send media files.
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The widget can be renamed to make it more understandable to the end user. Click on Rename to make your change.
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Choose a type from the drop-down menu under the Media Type section in the Settings tab.
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You can customize the exits and settings associated with those exits.
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You can add additional media files by clicking the plus icon (optional). As more media files are added, they will appear sequentially on the screen to the consumer.
Send Media widget settings
| Media Type options | Settings tab | Exits tab |
|---|---|---|
| Audio Play an audio file or convert text to speech. | Audio 1, Audio 2, …: 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. | Next Step: Select the destination widget when the audio files are finished playing. |
| Send Media Failed: Select the destination widget if the media failed to send to the consumer. | ||
| (Only available for voice channel) | Text To Speech: Input text which will be spoken to the caller in the Message to play text box. | |
| Upload Audio: Click Upload 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 asset from the asset library. | ||
| Text: Display text and images. | Text 1, Text 2, …: Click the numbered icon to edit the associated set of text. Enter text in the text box. You can also paste images in the text box. | Next Step: Select the destination widget when the text/images are displayed. |
| Send Media Failed: Select the destination widget if the media failed to send to the consumer. | ||
| (Only available for web chat, in-app chat, or SMS channel) | ||
| Text & Image: Display text and images. | Text 1, Text 2, …: Click the numbered icon to edit the associated set of text. Enter text in the text box. You can also paste images in the text box. | Next Step: Select the destination widget when the text/images are displayed. |
| Image 1, Image 2, …: Click the toggle to enable or disable an image. Select one of these options in the drop-down menu. | Send Media Failed: Select the destination widget if the media failed to send to the consumer. | |
| (Only available for video channel) | ||
| 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 asset from the asset library. | ||
| Audio: Click the toggle to enable or disable audio to be played while displaying the text and images specified above. 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 asset 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. | ||
| Video: Display videos. | Video 1, Video 2, …: Click the numbered icon to edit the associated video. Select one of these options in the drop-down menu. | Next Step: Select the destination widget after the videos are displayed. |
| Send Media Failed: Select the destination widget if the media failed to send to the consumer. | ||
| (Only available for video channel) | 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 asset from the asset library. | ||
| Allow interrupt: Allow consumers to click Skip while the video above is playing. If disabled, consumers will not be able to click Skip while video is playing. | ||
| Slide: Display PDF files. | Slides 1, Slides 2, …: Click the numbered icon to edit the associated set of text. Select one of these options in the drop-down menu. | |
| (Only available for video channel) | 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 slides asset from the asset library. | ||
| Audio: Click the toggle to enable or disable audio to be played while displaying the PDF files. 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 asset 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. |