Using the menu node with voice response lets you set up an automated text-to-voice operator to ask for menu selections from the caller and capture the value they speak in response. For example, if you accept calls from people looking for locksmith services, you could set up the menu option to ask the caller to say home, vehicle, or business to help you direct the call to the target that focuses on the segment the caller chooses.

A menu node with voice response is one of the nodes you use when you create a call flow. See the Call Flows with Ringba for information on creating call flows and using them in your campaigns.

This article contains the following sections:

• Configuring Menu Node with Voice Response
• Configuring the Next Nodes for Each Keyword
• Writing a Good Voice Prompt
• Menu Node with Voice Response FAQ

Configuring Menu Node with Voice Response

After you add a menu node to your call flow, you click the node to open the panel on the right and configure the node to use voice response. 

The panel includes the following fields:

• Node Name: Enter a label to describe the node. This information is helpful for identifying nodes in the Call Details Report.
  Tip: Enter a descriptive name to help you differentiate this menu node from other menu nodes when you are troubleshooting or reviewing the reporting later.
• Voice Response: Toggle on this switch. 
• Data Confirmation: Toggle on this switch to have Ringba read the caller's response back to them and request the caller validate the information. 
  Note: We strongly recommend you enable Data Confirmation to verify the caller’s selected option. This helps ensure accuracy and provides a more reliable experience for both callers and downstream flows.
• Timeout (sec): Enter the number of seconds the caller has to respond.
• Retries: Enter the number of attempts a caller has to make a menu selection.
• Plays: Enter the number of times you want the system to say your prompt. 
• Language: Choose the language of the text in the Voice Prompt field.
• Voice: Select which voice you want to read the text in the Voice Prompt field. 
  Tip: You can click the speaker icon next to a voice to hear a sample message.
• Voice Prompt: Enter the message you want the system to read. 
  Tip: Keep your question short since you must also list the keyword options in your message. See Writing a Good Voice Prompt later in this article for ideas. 
• Menu Tag Name: Enter the name of the tag where you want to store the caller's response. The system adds this tag to the call.
• Menu Routes: Add a route for each value the caller can choose and configure the next node. See Configuring the Next Nodes for Each Keyword later in this article.

You can also configure the menu node's On Failure option on the call flow canvas by clicking the plus sign that appears when you hover over the On Failure connector. 

A call follows this path if the caller does not respond or says an invalid or unrecognized option. 

Configuring the Next Nodes for Each Keyword

When you click the +Add Route button, a row appears. Click the new row to show the configuration controls.

Enter the keyword the caller speaks to follow this route in the Route Keyword field. Click the plus (+) sign at the top, next to the word Empty, to select the node that comes next for this route.  

Writing a Good Voice Prompt

Ringba reads the text you write in the Voice Prompt field aloud to the caller to ask them to speak an option and make a selection. If you set up your node to allow retries, Ringba reads the entire text each time it retries. Your voice prompt should be short, direct, and include the specific words callers can say to make a selection.  

Avoid: What type of service do you want?

This example is short and direct, but it does not provide the caller with a list of acceptable words to use. You are unlikely to collect the exact word you need with a question this broad.

Use: Are you looking for health, home, or auto insurance?

This example lists the three keywords the caller can say. You could configure your menu node with these three keywords — health, home, and auto — with the next steps you want for each. 

Avoid: Hello. Please tell us what is the subject of your call today?

This example makes it clear to the caller that they can reply to the message with spoken words, but the instructions are too broad and don't provide options of what words to say. 

Use: Hello. To direct your call, please say one of the following options: sales, customer service, or billing.

This example explicitly tells the user to speak their response and also gives them a list of allowable keywords. This kind of message is likely to collect the information Ringba needs to route the call.

Menu Node with Voice Response FAQ

What should I do if I need help with my menu node with voice response?

If you have any questions or need additional help, please reach out to our support team via chat or email at support@ringba.com.