3.2 - Adding audio files or Text to babelforce

Audio: the path to communicate with your customers

Well-crafted audio files or clear, structured text are essential in a call flow. They guide callers smoothly through the experience, reduce confusion, and set the tone for your brand. Every message reflects how your business communicates and supports its customers. Taking time to plan and set them up properly ensures a professional, helpful, and consistent experience for every caller.

In babelforce, you can use the Audio Player to either play a pre-recorded audio, have a text read back by a synthesized voice, or add a URL for full dynamic audio. 

We give a brief overview of the options you have to

• Upload audio files
• Add text
• Add a URL

To continue with the use case of this tutorial, we suggest you create five audios or Texts that match the following scenarios:

1. A welcome message.
2. Hold music, which might be interspersed with product promotions.
3. A notification that is played when a call is connected to an agent.
4. A message stating no agent is available.
5. A prompt suggests the caller try again later.

Next, let's see how you can add the files or add text or URL.

Uploading Audios using the Audio File section

The path:

IVR/Voicebot > Audio Files

will lead to a list of default audios. To add custom files:

1. Click the button "Click to upload audio files" in the upper right corner.
2. Files in WAV (16-bit) or mp3 format and less than 3MB are ensured to be used.
3. Files are named descriptively, with potential details like brand or language, such as "DE Welcome."

Managing Audio in the Audio Player module

When creating a new Audio Player module, you have the option to 

• select an already uploaded audio file
• upload a new file

You can also toggle to TTS or URL as output option.

If you opt for TTS, you must 

• select a provider
• select a language
• select the voice

Once this is completed, you can just put your text into the text box. If you want to learn more about the different TTS options, we suggest you read this article.

If you opt for the URL-option, just enter the full URL which reaches your audio file here:

With these steps followed, audio management in babelforce is fully understood.

Triggers will be addressed next.