Customizing the Send Media widget

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Contact center admins can add and edit the Send Media widget. The Send Media widget allows you to route to custom text, image, or audio files. For video flows, you can also add videos or slides (PDF).

This article covers: 

Prerequisites for customizing the Send Media widget

How to add and edit the Send Media widget

  1. Sign in to the Zoom web portal.
  2. In the navigation menu, click Contact Center Management then Flows.
  3. Click a flow's display name to edit it.
  4. In the left-side widgets panel, click and drag Send Media onto the preferred location in the flow.
  5. Select the Send Media widget.
  6. (Optional) Click Rename to change the display name of the widget.
  7. In the Settings tab, select a type in the Media Type drop-down menu.
  8. Customize the associated settings and exits.
  9. (Optional) Click the plus icon to add additional media files. Additional media files display in sequential order to consumers.

Send Media widget settings

Media Type options Settings tab Exits tab

Audio Play an audio file or convert text to speech.

 

(Only available for voice channel)

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.
  • 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.

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.

Text: Display text and images.

 

(Only available for web chat, in-app chat, or SMS channel)

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.

Text & Image: Display text and images.

 

(Only available for video channel)

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.

Image 1, Image 2, : Click the toggle to enable or disable an 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 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.

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.

Video: Display videos.

 

(Only available for video channel)

Video 1, Video 2, : Click the numbered icon to edit the associated 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 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.

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.

Slide: Display PDF files.

 

(Only available for video channel)

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.

  • 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.

Next Step: Select the destination widget after the PDF files are displayed.

Send Media Failed: Select the destination widget if the media failed to send to the consumer.

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