Phrases Help

When updating your Messaging or determining if new phrases are needed, the Phrases section lets you explore the existing libraries (directories). You have access to two libraries of phrases; the LiveVox Library that contains phrases for all customers, and the one with your client name that has phrases only available to your site. To find a phrase, follow the procedure below:

1. In Search For drop-down select Verbiage.
2. In Search By select one of the following options:
   1. Starts with - Search for the beginning of a phrase
   2. Contains - Search for a phrase that contains the entered verbiage
   3. Ends with - Search for the ending of a phrase
   4. Regex - Search for a phrase using regular expressions
3. Choose a unique portion of the phrase you are searching for and type it in the Search window.
4. Click the magnifying glass icon to begin the search. Repeat the search for the other library by changing the options and search again.
5. The phrase(s) that match your criteria are displayed. The columns will display information on the piece of audio, including:
   
   • File Name - The unique name assigned to the phrase
   • Verbiage - The written script of what the phrase says
   • Description - Optional field allowing notes or utterance description
   • Phrase Type - Describes which Library the phrase is located in
6. Listen to a phrase by double-clicking anywhere in the phrase's column, and then selecting the green play button to the right of the specific voice talent.

The Phrase editor allows you to generate a TTS phrase for new or existing messages. You can generate immediate TTS files prior to or instead of uploading custom audio or submitting a request for new audio. To generate TTS files:

1. Select a phrase from your library.
2. Click the Generate TTS file button. 

3. Select the TTS Engine from 3 available options in the Verbiage drop-down menu.

   Engine 2 and Engine 3 are billable features. They are available when you enable the Advance TTS option. Contact Client Services to set up Advanced TTS for your site. 

   
   

   To verify whether the Advanced TTS option is enabled for the portal, navigate to Configure > Client / Service > Client > Billing > A.I.
4. Select a voice from the available voice talents by using Select Dialect drop-down menu, and then click the Generate TTS button.

5. The newly generated voice talent's audio appears when you double-click the phrase.

To upload a sound file to the Phrase editor:

1. Search for the phrase for which you want to upload a sound file.
2. Select the phrase.
3. Click Upload Sound File.
4. Select the audio file that you want to upload.

5. Choose the voice talent for which you want to use the sound file.

   Voice Talent is a combination of gender, dialect, and/or language.

6. Click Upload.

If the phrase you want is not currently available:

1. Click Add Phrase(s) to add a new phrase.
2. Input new phrase information in the Add Phrase screen.
   1. File Name must be an informative text, unique, and cannot contain special characters or spaces. 
   2. Verbiage is the actual words that are spoken. LiveVox recommends the full phrasing, exactly as it is spoken in the recording you will be uploading, be stored in this box as it is referenced when viewing a visualized contact flow.
   3. A description is optional.
3. Click Save to save changes.

To delete a phrase:

1. Select the phrase from available list of phrases. You can search for phrase using the instructions above.
2. Click the Delete Phrase(s) button.
3. Click Yes to confirm.