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You must create messages to introduce new phrases or test a change. 

1. Click Add. The Add New Message wizard appears.
2. Specify the New Message Name and New Message Description (optional).
3. Click Next to get the second screen (contact flow details) of the wizard.
4. Use the Filter By drop-down menu to find contact flows. The available options are All, Name, Description, and Module.
5. Select the contact flow template that you want to use from the Select the Contact Flow drop-down menu. The list of contact flows shows the name and its type (Standard (Image RemovedImage Added) or custom (Image Modified)). Since the template defines both message and contact flow, the template determines how your calls are handled. Some of the frequently used templates are:

   • For Message Only logic, leaving messages on live party answers and/or answering machines.

To edit an existing message, double-click the message row in the Messages window. The Edit Message window appears.

For information about common properties, see the Message Properties Supplemental page. 

• Visual Tab: displays the contact flow of the selected message in a graphical form. This is a visual representation of the information from the General tab.  You can navigate to the desired section of the contact flow and view the specific modules and connectors used to create the message. By clicking on a specific module, you can view the Properties, Message Properties, Contact Flow Properties, and Connectors for the module on the right panel. Double-click on a specific module to update Message Properties for the module.
• General Tab: displays a list of properties and their property value for the selected message. Clicking on the selected property allows you to update the property value.
• Associated Entities Tab: shows which services have the selected message assigned.
• Change History Tab: tracks and displays the changes made to the Messages.
• Raw Format Tab: displays the raw format of all of the messages available.

To edit the properties of individual message components:

1. In the General tab, double-click the property value to be adjusted.
   
   1. If it is a phrase, the Phrase Selector window appears. Modify the existing phrase using the options in the Phrase Selector:
      • Verbiage – Click to search for verbiage in the database and add it to your collection in the Phrase selector window. The sequence of verbiage in the collection determines what your final phrase will read like.
      • Variable – Add a system, contacts, or contact flow variable to a new or existing phrase.
      • Move up – Moves selected phrase up one space. Use this option to move the selected verbiage to the desired place in the message sequence.
      • Move down – Moves selected phrase down one space
      • Quick Message Edit - View the final phrase as a collection of file names
      • Phrase Description - View the final phrase in plain text
        Click Ok to save the phrase and return to the General tab. 
   2. If the property is a variable, choose between the available variable values or enter a value in the field, or click the ellipsis to access the Expression Builder and add a variable.

LiveVox The platform created phrases with numeric file names starting with 1_, as displayed in the Quick Message Edit box, playing only the visible phrase. Phrases with something other than 1_ will play the phrase and then a database location. These are Series prompts.  Use a 1_ series (or your custom audio) followed by a variable from the Add Variable UI to get the same effect.

If a new Message was created to keep from impacting other services, assign the new Message before testing. Open the Services section and go to the Messaging tab. Double-click the Message's Property value, select the new Message from the drop-down, tap the Enter key, and click Save.

After the messaging changes are complete, click Save. The new phrase appears in the Messages window. Before using the new message, you must test, validate, and deploy it.

To delete the selected message, hover on a message in the Messages window and click the Delete icon.

Verify the message by clicking the Validate button. The Validate button confirms that all the prompts or recordings being used are available. 

1. Click Validate.
2. Choose the voice talent for which you want to validate the messaging.
3. Repeat steps 1-3 for all voice talents

Listen to the message line by line using the Listen button.

1. Select the line that you want to listen to.
2. Click the Listen button.
3. Choose the voice talent in which you want to hear the message, and click Play.
4. Repeat steps 1-3 for all the lines/voice talents.