Edit Call Template

This template helps you personalize the smart call language & messaging.

Path to Access:

1. Go to “Settings” tab of EpicApp Reviews.
   
2. Go to “Smart Call Settings” section.
   
3. Click on “Edit Call Template” option.

Select Language:

You can select the language in which you would like to place the Smart Call. There are more than 63 unique languages that we support including English (US), English (UK), English (India), Hindi, Spanish, German, French, Arabic, Bengali, Russian, Portuguese, Japanese etc

Please ensure to write the messaging (explained below) in the same language that you select here. If you say select French, write all messages in French and so on.

Enter Welcome Message Here:

This is the first message which the customer hears when smart call is picked up. Use this to explain the purpose of call. You can use short codes provided to replace the <placeholders> with actual information in the call.

Our Recommendation:

Some buyers may disconnect the call once they hear long IVR message, so we suggest to keep this short and crisp. Also try grabbing attention of buyer by highlighting the fact that review will be transcribed from his/her voice – this generally pique buyer interest and they are more likely to go through the entire call.

Enter Message to Collect Product Rating Here:

Currently the rating/stars are collected using key press to eliminate accuracy issues. Use this message to inform buyer to press a key between 1 and 5 to give rating / number of stars. Post this message, the Smart Call waits for buyer’s input/key press. Please ensure to include words like PRESS 1, PRESS Key etc so that buyer is clear of what action is expected from him/her.

Enter Message in case customer presses any key other than 1,2,3,4 or 5:

This message will be played only if the buyer presses a wrong key (any key apart from 1,2,3,4 or 5). Use this message to inform buyer that wrong input has been received and ask them to provide the same again.

Post this message, Smart Call will wait again for buyer’s input/key press. This cycle is repeated by 3 times if the buyer doesn’t provide an expected input post which the call is disconnected.

Enter maximum time in seconds which you want to give customer to record a review:

This option helps you set recording duration in seconds. Smart Call will record buyer review for the set duration.

• If buyer completes the review and disconnects the call before duration expires, the review is still posted.
  
• If buyer is still speaking and duration expires, only the review recorded in the set duration is posted. Smart Call will move to “Thank You Message” section (explained below) in this scenario.

Enter Message to Collect the Review Here:

This is the main message which you can use to request the buyer to consider leaving a review.

Mandatory Announcement:

As a business, you are legally required to inform the receiver, before starting call recording. Use this option to customize your disclaimer. Please do check recording laws in your state before editing.

After this message is played back to the buyer, a beep sound is inserted automatically. Recording starts post the beep sound only.

Thank You Message:

Buyer’s review is recorded for the duration set by you in above options. If the buyer has not disconnected the call till the end of duration, then this message is played to mark the end of call. Call will be auto disconnected once the message is played back.

Test Call Template:

If you wish to hear back the call template that you just created, you can use this option. Post giving your country code and phone number, an instant smart call is generated which plays back the created template. This call is deducted from either free call credits (if applicable) or are billed as per calling rates.

This feature is only used to hear the created template. You can’t test your voice to text transcription of the review here. For that purpose, you need to place a test order and check.

Can’t find what you are looking for? Check our Knowledge Base for more detailed tutorials or contact our Epic! customer support team to address your specific issues.