3.2 - Example sheet for prompts

This article provides a small example how you could setup your sheet for keeping track of audio prompts, especially in a multi-brand or multi-lingual environment (we go for multi-lingual here but you could of course just use brands instead).

The first row will seem very technical right now - later on it will make total sense. For now I guess it is more of an overview how you could organize your prompts.

Place in flow Wording English Wording German File name
1.0 - Welcome (Prompt) Welcome to our service Willkommen! Eng/Ger_Welcome
 2.0 - IVR (Input Reader) Would you like to speak to our Support team? Please press 1. If you would like to speak to one of our sales experts, press 2. For Tech service, please press 3 Möchten Sie gern mit unserem Service Team sprechen, dann drücken Sie die 1. Wenn Sie mit unserem Verkaufs-Team sprechen möchten, dann drücken Sie die 2. Für Tech-Support drücken Sie bitte die 3. Eng/Ger_IVR
 2.0 - IVR (Input Reader) I'm really sorry but I didn't get that. Leider konnte Ihre Eingabe nicht erkannt werden. Eng/Ger_Input_not_recognized
 4.0 - Sorry (Prompt) You are calling outside of our business hours. Check out our website, you can find lots of information about our product there. If you would like to get help, try our help center at or just drop us an email. Leider rufen Sie außerhalb der Öffnungszeiten an. Schauen Sie auf unserer Website vorbei, hier finden Sie viele Informationen über das Produkt. Wenn Sie Hilfe brauchen, finden Sie die Antwort bestimmt in unserem Helpcenter. Oder schreiben Sie uns einfach eine E-Mail. Eng/Ger_Outside_hours
3.1 - Queue (ACD) Music A Music B Eng/Ger_wait_music

As you can see, besides defining the place the audio prompt is used, make sure to put down the wording - you want to know what your customer hears without having to call your own hotline. And finally, put down the file name. You can freely choose the name of your files but make sure you know which audio is hidden behind which name.

Now that we are done with this section, you completed the first chapter of the tutorial. Congratulations!

Feel free to leave comments and improvement suggestions.

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