Custom Prompts
Purpose
Custom Prompts allow institutions to configure specific audio prompts that are played during Teller interactions. These prompts can be tailored to provide institution-specific messaging, guidance, or additional information to callers during automated interactions.
Custom prompts enable institutions to customize the caller experience without modifying the core Teller workflow.
Configurations Supported
Custom Prompts support the following configuration options:
- Selecting which configured prompt will be played during a specific Teller interaction
- Allowing institutions to create and manage their own prompts
- Assigning prompts to Teller features where additional messaging is needed
Prompts are selected from a list of prompts that have been configured within the system.
Use Case
Many institutions use custom prompts to provide additional instructions or announcements during automated calls. Examples include:
- Informing callers about new services or policy updates
- Providing additional instructions for transactions
- Playing institution-specific informational messages
Custom prompts allow institutions to tailor messaging to their operational or regulatory needs while maintaining a consistent Teller experience.
Available UI Actions for Prompts
- Add new custom prompt
- Copy Default Sentence
- Preview/Play prompt
- Reorder prompts
- Delete prompt
- Language selection (e.g., EN / ES)
Field Reference
Initial Greeting
Type: Dropdown/(Default/Custom)
Purpose: Allows administrators to select the custom prompt played during the associated Teller interaction.
Behavior: When set to Default, Teller plays the system-provided greeting prompt. When set to Custom, Teller plays the custom prompt configured in the Custom Prompts section.
Caller Impact: Callers hear the configured custom prompt during the Teller interaction, providing additional guidance or information as defined by the institution.
Default Value: Default (prompt selection depends on institution configuration)
Pre-Authenticated Message
Type: Dropdown/(None/Custom)
Purpose: Specifies the message played before authentication begins.
Behavior: When a custom prompt is selected, Teller plays the configured custom prompt. When set to None, Teller proceeds directly to authentication without playing a message.
Caller Impact: The caller may hear informational, compliance, or instructional messaging prior to login.
Default Value: None
Post-Authenticated Message
Type: Dropdown/(None/Custom)
Purpose: Specifies the message played immediately after successful authentication.
Behavior: When a custom prompt is selected, Teller plays the configured prompt before presenting the post-authentication menu. When set to None, Teller proceeds directly to the Main menu.
Caller Impact: The caller may hear confirmation or informational messaging before accessing account features.
Default Value: None
Administrative System Unavailable Message
Type: Custom Prompt Selector
Purpose: Defines the message played when Teller is intentionally taken offline by an administrator.
Behavior: When the Admin System Unavailable toggle is enabled in General Settings, Teller plays the configured administrative unavailable message and then disconnects the caller.
Caller Impact:The caller hears a maintenance or outage message and cannot access any Teller features.
Default Value: Custom: IVR_SystemUnavail
System Unavailable Message
Type: Custom Prompt Selector
Purpose: Defines the message played when Teller is unavailable due to system-level conditions or service interruptions.
Behavior: When a system-level outage or service interruption is automatically detected, Teller plays the configured unavailable message and disconnects the caller. Unlike the Administrative System Unavailable Message, this is not manually triggered — it fires automatically when Teller cannot reach required services.
Caller Impact: The caller hears a service interruption message and cannot proceed with Teller services.
Default Value: Custom: IVR_SystemUnavail
Loan Payoff Address
Type: Dropdown/(Custom/None)
Purpose: Specifies the payoff address message played when a caller requests loan payoff information.
Behavior: When a custom prompt is selected, Teller plays the configured address prompt as part of the payoff details. When set to None, no payoff address information is announced.
Caller Impact: The caller may hear mailing or payment instructions for submitting a loan payoff.
Default Value: None