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The "Gather customer language" node enables callers to select their preferred language. This node determines the language that will be used for playing prompts in subsequent menus.

Here is a screenshot displaying the configuration of this node-

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Components 

The gather customer language node major components are:  

1. Operator Says: This the message which will be played to the user while asking for the langauge. Here you can put text which will be voiced out using text to speech and you can also upload the redorded prompt. In the above example "Welcome to Acme, Press 1 for English and Press 2 for French" will be voiced out while asking for langauge.

2. Always ask language checkbox:

   • If this checkbox is checked, users will be prompted to select their preferred language every time they call through the IVR, regardless of their previous language selection.

   • If the checkbox is disabled, users will only be asked to choose their language during their first call, and subsequent calls will skip this language selection step based on their previous choice. This is used to remember the preffered language of the caller.

3. Wait till the end checkbox: If this checkbox is enabled, the IVR will only accept user input after the prompt has finished playing. Any key presses made before the prompt completion will be disregarded.​

4. Valid digits input: This picklist allows you to define the acceptable input digits for the IVR to continue. For example, if the prompt instructs the user to "Press 1 for English or Press 2 for French," the valid digits would include 1 and 2, while any other input would be considered invalid.

   • If user enters any invalid entry, the invalid message defined on IVR or defined on this node will be played.​

5. Timeout: This field specifies the amount of time the IVR waits for the caller to enter an input (for example, pressing a keypad number) after the prompt has finished playing. If the caller does not provide a valid response within the configured duration, the system considers it a timeout. When a timeout occurs, the IVR follows the predefined timeout handling configured for the node. This may include actions such as replaying the prompt, playing a timeout notification, or routing the call to another path according to the node’s retry settings.

   For instance, if the timeout value is set to 5 seconds, the IVR waits up to five seconds for the caller to press a valid key before executing the configured timeout handling process.​

6. Number of times to play this message: This field determines how many times the IVR will repeat the prompt or message when the caller does not provide a valid input. The system replays the configured prompt based on the value set here, allowing the caller multiple opportunities to respond. If a valid input is still not received after the prompt has been repeated the specified number of times, the IVR proceeds with the configured fallback action. This may include triggering timeout handling or routing the call to another node in the workflow. For example, if the value is set to 3, the IVR will play the message up to three times before continuing with the defined next step.