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Managing Prompts

Prompts are the voice recordings and text-to-speech messages your IVR flows play to callers (for example, greetings, menu options, queue announcements, and closed-hours messages). Each prompt belongs to an entity and can hold one or more locale variants so the same prompt plays in the right language for each caller. Prompts live on the Prompts tab of an entity's details page in the Operations module.

This page covers creating, editing, and deleting prompts, and seeing how often each one is requested. For adding audio files, text-to-speech content, and managing per-language variants, see Managing Prompt Locales.

Accessing Prompts​

  1. Navigate to the Operations module and open the Entities page.

  2. Select the entity whose prompts you want to manage.

    Entities list with an entity selected

  3. Open the Prompts tab on the entity's details page.

    Prompts tab on the entity details page

The tab shows a Prompt usage panel (see Viewing Prompt Usage) above a table that lists every prompt defined for that entity, along with its description, the number of locale variants configured, and how often it was requested.

Creating a Prompt​

A prompt is a named container for one or more locale variants. You create the prompt first, then add locales to it.

  1. Click the + New Prompt button in the top-right corner of the Prompts tab.

    New Prompt button on the Prompts tab

  2. Fill out the form:

    • Name — a unique, descriptive name for the prompt within this entity (for example, main-greeting or after-hours). Required.
    • Description — a short explanation of what the prompt says or when it is played. Optional but recommended.

    New Prompt form with Name and Description fields

  3. Click Create.

The new prompt appears in the list with zero locale variants. Open it to add audio or text-to-speech content.

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Prompt names must be unique within the same organization and entity. If you try to reuse a name, Cloverhound Cloud shows a validation error.

Editing a Prompt​

  1. Locate the prompt in the list and click Edit on its row.
  2. Update the Name or Description fields.
  3. Click Save.

Changes apply immediately. Editing a prompt's name or description does not affect any of its locale variants, the audio files already uploaded, or its usage history.

Deleting a Prompt​

  1. Locate the prompt in the list and click Delete on its row.
  2. Confirm the deletion in the dialog.
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Deleting a prompt also deletes every locale variant attached to it, including any audio files stored in Webex Contact Center, and its usage history. IVR flows that reference the prompt will fail to play audio until you point them at a different prompt.

Viewing Prompt Usage​

The Prompts tab shows how often your IVR flows request each prompt, so you can see which prompts matter most and which ones are no longer used.

The Prompt Usage Panel​

  1. Choose a time window with the 7 days, 30 days, or 90 days buttons. The default is 30 days. The last day in the window is today, which is still in progress.

  2. Read the summary tiles:

    • Prompts: how many prompts the entity has.
    • With requests: how many of them were requested at least once in the window.
    • Unused: how many were not requested at all in the window.

  3. Review the chart of the 10 most requested prompts, ordered from the most to the least requested.

    Prompt usage panel showing the window buttons, the Prompts, With requests, and Unused tiles, and the chart of the most requested prompts

  4. Click the Unused tile to filter the table to the prompts that were not requested. Click it again to show every prompt.

    Prompts tab filtered with the Unused tile selected, showing only prompts without requests

Usage Columns in the Table​

Two columns in the prompts table show usage. Click a column title to sort by it.

  • Requests: how many times the prompt was requested in the selected window.
  • Last requested: Today, Yesterday, or how many days ago the prompt was last requested. The lookup covers the last 90 days regardless of the selected window. None recorded means no request was recorded in that period.

To see how a single prompt is requested day by day, open the prompt. See Viewing Usage for a Prompt.

What the Numbers Mean​

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The counts are per prompt, with all of its locales together. Only successful requests for a single prompt are counted. Requests for the full prompt list and failed requests are not.

Cloverhound Cloud keeps a short-lived cache in front of the IVR API. When the same prompt is requested several times in a short period, only some of those requests reach the server and are counted. Use the numbers to compare prompts and to find prompts that are not used. They are not an exact count of calls, and they do not show traffic peaks.

Good to Know​

  • Time zone: each day is counted in the entity's time zone, not your personal time zone. If the entity has no time zone, the organization's time zone is used. See Entity Management.
  • History: usage is kept for 90 days.
  • Who can see it: anyone who can view the entity and its prompts.

With the Prompts tab, you can build a library of named voice recordings per entity, add per-language variants, keep the audio that your callers hear in sync with your contact center operations, and see which prompts are actually being used.