---
title: Prompts Management
slug: contact-center/prompts-management
docTags: 
createdAt: 2025-10-15T08:34:07.582Z
---

# Overview

Prompts are voice messages (audio files) that are played to customers during call interactions, typically within Interactive Voice Response (IVR) systems or for features like Voicemail. Prompts are configured at the campaign level by Administrators or Supervisors.

## Management and Configuration

### Adding a Prompt

Supervisors and Administrators can upload voice message prompts to be used in a campaign.

- **File Details:** When adding a prompt, a name for the prompt and a file name for the sound file must be provided.
- **Storage:** A name for a folder where the sound file will be stored on the server must be specified.
- **Activation:** The **"Is Active"** checkbox is used to activate the new prompt for use as a Voice Prompt.

### File Compatibility and Conversion

The system supports uploading prompts in MP3 and Wav format.

- **Supported Formats:**
  - **MP3:** cbr mp3, vbr mp3, 144kbps mp3, and 256kbps mp3.
  - **Wav:** PCM with any sampling rate (Hz) or bitrate.
  - **Size:** Files are limited to **up to 25 MB**.
- **Conversion:** The call server is configured to play only .wav files with **16-bit sample size, 8000 Hz, and mono-channel**. As soon as an audio file is uploaded, the system converts it to this compatible format. The file name provided during upload should be specified with the .wav extension.

### Editing and Deleting Prompts

- **Editing:** When editing an existing prompt, the name, file name, or path (where it is stored) **cannot be changed**. Only the prompt file itself can be re-uploaded.
- **Deletion:** Prompts can be deleted, but once deleted, they **cannot be restored**.

## Prompt Status and Identification

All prompts (uploaded by Administrator or Supervisor) have a visible **Status** column that indicates its current state:

| Status      | Definition                                                               | Visual Indicator                                                              |
| ----------- | ------------------------------------------------------------------------ | ----------------------------------------------------------------------------- |
| **Used**    | The prompt is currently in use.<br />                                    | N/A                                                                           |
| **Unused**  | The prompt is not currently in use.<br />                                | N/A                                                                           |
| **Missing** | The prompt voice file is missing, but the prompt has been created.<br /> | A visual **red dot indentation** is present at the front of the prompt.<br /> |

Export to Sheets

- **Non-editable Missing Prompts:** When trying to add a missing prompt, the name field is **non-editable**.
- **Notifications:** If a Supervisor uploads nodeflows to missing prompt files, a notification is sent to both the Administrator and Supervisor.

## Usage Across the Product

Prompts are primarily used for voice-based campaigns:

- **IVR/Routing:** Prompts are integral to Interactive Voice Application Campaigns (Inbound) and Voice Blast Campaigns, often used in nodeflows to deliver pre-recorded messages or present options to the customer.
- **Voicemail:** Prompts are used to configure the Voicemail feature (a licensed feature):
  - **Welcome Voicemail Prompt:** Selected for the greeting message.
  - **Finish Voicemail Prompt:** Selected for the concluding message.
- **System Level:** The Administrator/Voice-Admin can manage Voicemail Prompts at the System Level.

## Navigation

- **Administrator/Voice-Admin:**
  - **System-Wide Configuration (Defaults/Voicemail):** Navigate to System > System Configuration > Voice Mail (for Voicemail Prompts - licensed feature).
  - **Campaign-Level Configuration:** Navigate to Process > *Select Voice Campaign* > Prompt tab.
- **Supervisor:**
  - Navigate to Manage > *Select Inbound/Outbound Campaign* > Prompt Management tab.