At time of writing this applet only works for flows connecting to a Customer Service (Omni) project. Future development is planned to be able to use it with Outbound projects later.
Being able to gather the caller's preference for being recorded before the call is passed to an agent improves transparency for the caller, and saves the agent time. The Rec Consent applet presents the user with the chance to decline being recorded. This selection is respected, potentially overriding project settings for recording.
- The new applet prompts the user to give recording consent. If the caller declines, the call will not be recorded, even if the project defaults to recording all calls.
- The caller's selection is only remembered for the current call.
- Adding this applet into a flow means you do not need separate queues, flows or projects to handle calls with recording consent separately from calls without consent.
Using the applet
When creating an inbound call flow, to add a check for recording consent:
- Add the Rec. Consent applet.
- Create a greeting explaining the options, this can be done either by writing some Read Text for a robot to read, or you can Upload an MP3.
As noted, the option "1" is always considered to be the customer consenting to be recorded and option "2" is declining. Make sure to include this in the explanation! Also note that other options are considered invalid by this applet.
- If you want the caller to be able to retry if they select an invalid number, type the number of retries the caller can have in the Retry settings field. If the caller does not select a valid option, they are assumed to have declined the recording.
- If you are using retries, you should also create a greeting either with Read Text or an Upload of an MP3 to explain that the caller should retry.
- Optionally, type a number of seconds for the Input timeout. If left blank it defaults to a 5 second timeout.
- You should also create a greeting either with Read Text or an Upload of an MP3 to explain that no valid consent was received.
- Finally, continue the flow by dragging an applet into the Next section.