Overview: Say + Gather workflow module (Console)

This article provides an overview of the Say + Gather workflow module in Console.

In this article

Overview

The Say + Gather workflow module is a tool used for gathering information from customers. With the Say + Gather module, you can prompt a customer for a piece of information (like a phone number, account number, or name) and assign it to a custom variable. You can then use the variable later on in other workflow modules in the workflow.

For example, you could use the Say + Gather module to ask for a customer’s account number. With the account number saved to a variable, you could use it with a Look Up module or a Webhook module to search for the customer’s information in a third-party CRM database like Salesforce.

In the screenshot below, the Say + Gather module is being used to collect an account number that can be used for paying an invoice (an option that can be provided by the Say + Intent module).

The Say + Gather module can collect information from customers through any of the following channels:

• Phone (voice or DTMF input)

• SMS (text)

• Web chat (text)

For example, it’s common to use the Say + Gather module to collect an identifying value like a name, address, pin number, email address, invoice number, or business account number. With that data saved in the workflow, it’s then possible to use a module like the Look Up module or the Webhook module to search for data related to that identifying value.

Continue reading this article to learn more about how the Say + Gather module works.

How it works

The Say + Gather module enables you to collect information from your customers. This enables you to build dynamic workflows that are customized and route based on specific information provided by the customer.

When a workflow reaches the Say + Gather module, it asks the customer for a piece of information. You can configure the Say + Gather module to detect a certain type of information, including:

• Correct / Incorrect (yes or no questions)

• Email

• Number

• Phone Number

• Address

• Location

• Custom Pattern (by use of regular expression)

• Person Name

• Avaya.cx User Name 

• Avaya.cx User Email

• Avaya.cx Extension User

• Avaya.cx Extension

• Credit Card Number

• Social Security Number (SSN)

Also, keep in mind that the Say + Gather module gives you the ability to encrypt and/or redact data submitted by the customer. So, for example, if a customer provides their Social Security Number, you can encrypt it so that it's secure from unauthorized access, and you can redact it so that the queue user can’t see it on the interaction feed.

Note: We recommend that you always encrypt and redact sensitive customer data. Best practice is to encrypt and redact everything that you don’t expressly need unencrypted or unredacted.

Once you’ve collected the customer’s data, you have the option to set a variable from the Say + Gather module. For example, if want to ask a customer for their email address to send them an email, you would use two Say + Gather modules:

• One to get their consent to send an email (“Do you want to receive an email with a survey” Yes / No). 

• One to get their email address if they consented to receive an email

Visual breakdown

Exterior structure

Interior structure

Below is the deep dive explanation for each interior area of the Say + Gather module. 

General settings

• Label: The Label field is where you define a custom name for the workflow module. This can make it easier to see what the module is doing from the workflow editor workspace and this is how the module is referred to in reporting.

• Auto Progress: The Auto Progress toggle sets whether the workflow can ask multiple questions in one prompt to fill multiple variables. For example, if Say + Gather is set to auto progress while asking for a user’s email and phone number, the workflow will gather both pieces of information from a user’s response (if the user’s response contains both the email and phone number). This is a way of asking for more information more naturally.

Advanced phone prompt settings

There are several advanced settings available to you for phone prompts in the Say + Gather module.

• Interrupt Prompt: When enabled, the Interrupt Prompt toggle lets the customer provide an answer to the prompt before the prompt has finished playing.

• Only Interrupt Prompt on Match: When enabled, the Only Interrupt Prompt on Match toggle only interrupts the prompt if the customer has provided a valid response. If not, the prompt continues to play.

• Allow DTMF: When enabled, the Allow DTMF toggle allows the customer to input responses with the phone’s keypad.

• Allow Speech: When enabled, the Allow Speech toggle allows the customer to verbally give responses to the prompt.

• Timeout (seconds): The Timeout (seconds) field defines how many seconds to wait for a response from the customer.

• After DTMF input timeout (seconds): The After DTMF input timeout (seconds) field defines how many seconds the module should wait after a DTMF input to proceed. 

• DTMF Capture Max Length: The DTMF Capture Max Length field defines how many DTMF key presses will be accepted and recognized. For example, if you want to capture a 10 digit account number, you could set this field to “10”. The module would then only capture the first 10 digits provided by the customer and no additional digits.

Buttons

The Buttons section is where you define buttons to appear in web chats. When a customer opens a web chat that’s hooked up to a workflow with a Say + Gather module, the buttons defined in the module are populated for the user (like in the screenshots below).