Genesys Cloud - Developer Community!

Has anyone run into a situation where a freeform comment question is needed for a survey which would require voice-only input? We see options to specify DTMF-only or both voice and DTMF however there does not appear to be a way to limit to only voice. We are seeing significant caller behavior where they are speaking their comments and then pressing # (out of habit). When this occurs the paltform overlays their voice input and replaces it either with the DTMF character itself (when term character is not defined) or an empty string (when term character is set to #). Any thoughts on a solution as we are losing 25-30% of our survey comments due to this problem.

#Architect
#Uncategorized

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Rich Bartolucci
Sr. Director, Omnichannel Application Development
Travelers Insurance
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I ran into something similar. In my case, I used a Call Flow together with a Bot Flow. When I got to the free-text part required by the business rule, I returned to the Call Flow, used a silent prompt, and captured the speech transcription instead of the collected input value. That worked for my case. 

There's also an open idea related to this for Bot Flows: https://genesyscloud.ideas.aha.io/ideas/DXVBOTS-I-355

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Luiz Rosa
Full stack developer
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