# Prompt Management **Navigation:** Admin → Architect → Prompts **Context:** Part of Architect administration — managed alongside flows, not under Routing --- ## What Are Prompts? Prompts are **audio or text-to-speech messages played to customers during interactions** inside Architect flows. Every piece of audio a caller hears — welcome greetings, menu options, hold messages, closure announcements — is a prompt. --- ## Two Types of Prompts | Type | Description | Editable? | |---|---|---| | **System Prompts** | Pre-built by Genesys for generic use (dates, numbers, days, months, standard phrases) | Cannot be renamed or deleted | | **User Prompts** | Custom prompts created by administrators for org-specific messaging | Fully configurable | > ℹ️ System prompts are used internally by Architect for things like reading back times, dates, and digits. You do not create or manage them — you only create User Prompts. --- ## Prompt Content Options Each User Prompt can use one or both content types: | Option | Description | |---|---| | **Text-to-Speech (TTS)** | Type the message text — Genesys synthesizes it using the org's configured TTS engine | | **Uploaded Audio (WAV)** | Upload a professionally recorded audio file | > ✅ **Best practice:** Use TTS for dynamic or frequently changing messages. Use uploaded WAV for polished, permanent messages like main greetings where audio quality matters most. --- ## Prompt Naming Rules | Rule | Detail | |---|---| | No spaces | Use underscores instead (e.g., `US_Support_WelcomePrompt`) | | No special characters | Letters, numbers, and underscores only | | Cannot start with a number | Must start with a letter | | Must be unique | No two prompts can share the same name in the org | --- ## Creating a Prompt 1. Admin → Architect → **Prompts** 2. Click **Add** 3. Enter the **Prompt Name** (follow naming rules above) 4. Optionally add a **Description** 5. Click **Create Prompt** 6. In the prompt editor: - For TTS: type your message text in the **Text-to-Speech** field - For audio: click **Add Audio** and upload a WAV file 7. Click **Save** [![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/8WCv3jaju3bZewPS-image-1773359060589.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/8WCv3jaju3bZewPS-image-1773359060589.png) [![](https://wiki.tinod.net/uploads/images/gallery/2026-03/scaled-1680-/ZntnkM3ayxjKlNCH-image-1773359066068.png)](https://wiki.tinod.net/uploads/images/gallery/2026-03/ZntnkM3ayxjKlNCH-image-1773359066068.png) --- ## Managing Prompts | Task | How | |---|---| | Edit a prompt | Admin → Architect → Prompts → click prompt name | | Update TTS text | Open prompt → edit text field → Save | | Replace audio file | Open prompt → Add Audio → upload new WAV → Save | | Add a language variant | Open prompt → add TTS or audio for additional supported language | --- ## Multi-Language Prompts A single prompt can have content defined for multiple languages. Architect selects the appropriate language variant at runtime based on the flow's language configuration. If a variant for the active language doesn't exist, Architect falls back to the default. --- ## Using Prompts in Architect Flows Prompts are referenced inside flows using the **Play Audio** action (or within Menu actions for IVR options). The flow does not embed the audio — it references the prompt by name from the central library. **Result:** Updating a prompt in the library automatically updates it everywhere it is used, without republishing flows. ``` Architect Flow ↓ Play Audio action ↓ References prompt: US_Support_WelcomePrompt ↓ Prompt library serves TTS or WAV ↓ Customer hears message ↓ Flow continues ``` --- ## Common Prompt Use Cases | Prompt Type | Example | |---|---| | Welcome Greeting | "Thank you for calling Customer Support." | | IVR Menu | "Press 1 for Sales, 2 for Support, 3 for Billing." | | Queue Hold Message | "All agents are currently busy. Your call is important to us." | | Estimated Wait | "Your estimated wait time is approximately [X] minutes." | | Holiday Closure | "Our offices are closed for [holiday]. We will reopen on [date]." | | After Hours | "You have reached us outside our business hours." | | Maintenance | "We are currently performing scheduled maintenance." | --- ## Naming Convention | Format | Example | |---|---| | `__` | `US_Support_WelcomePrompt` | | `__Prompt` | `Support_MenuPrompt` | | `__Announcement` | `EU_Service_HolidayAnnouncement` | --- ## Troubleshooting | Issue | Cause | Fix | |---|---|---| | Prompt not playing in flow | Prompt not referenced in the Play Audio action | Open flow → verify the prompt action points to correct prompt | | Audio playback failure | Incorrect file format | Re-upload as a valid WAV file | | TTS not working | Text formatting issue (special characters, symbols) | Review and clean the TTS text content | | Prompt change not reflected in live calls | Flow not republished after prompt update | Prompts update without republish — if issue persists, check the flow's prompt reference is correct | | Wrong prompt playing | Incorrect prompt name referenced in flow | Update the Play Audio action to reference the correct prompt | > ℹ️ Unlike flow changes, **prompt content updates (TTS text or audio replacement) take effect without republishing the flow**. However, if you rename a prompt or create a new prompt to replace an old one, you must update the flow reference and republish. --- ## Troubleshooting Checklist | Check | ✓ | |---|---| | Prompt created in Architect | ☐ | | TTS text entered or WAV file uploaded | ☐ | | Prompt saved | ☐ | | Play Audio action in flow references correct prompt | ☐ | | Flow published (if flow changes were made) | ☐ | | Test call/interaction confirms correct audio | ☐ | --- ## Key Facts for Exam / Interview | Question | Answer | |---|---| | Where are prompts managed? | Admin → Architect → Prompts | | What two content types can a prompt have? | Text-to-Speech (TTS) and uploaded WAV audio | | Can system prompts be deleted or renamed? | No | | What file format is required for uploaded audio? | WAV | | Do prompt updates require republishing the flow? | No — content updates are live immediately; only flow reference changes require republish | | Can one prompt serve multiple languages? | Yes — add language variants within the same prompt | --- ## See Also - **Architect Overview** — where prompts are used inside flows - **Call Flow Components & Basics** — the Play Audio and Menu actions that reference prompts - **Organization Settings → Global Settings** — Default TTS Engine configuration