Message Designer Guide

The Message Designer is a visual tool for building dynamic IVR messages that combine multiple audio elements — recorded prompts, text-to-speech, collected input, and conditional logic. Unlike a simple recording upload, Message Designer lets you create interactive messages that respond to caller input and pull live data.

ICTContact Message Designer showing IVR message list with name and description — Message Designer — build multi-element dynamic voice messages for campaigns

Message Designer vs IVR Builder — What’s the Difference?

	Message Designer	IVR Builder
Purpose	Design the audio content/flow of a single message	Build the full call routing menu with branching logic
Used for	Outbound campaign messages, dynamic prompts	Inbound menus, call queues, after-hours routing
Key feature	Combines recordings + TTS + input collection in sequence	Routes calls between agents, queues, and voicemail
Output	A message used inside a campaign or IVR node	A complete call flow attached to a DID or campaign

Creating a New IVR Message

Go to Messages > Message Designer
Click New IVR Message
Enter a name and description
Use the visual canvas to add message elements in sequence:

Message Element Types

Element	What It Does
Play Recording	Plays an uploaded audio file from your Recordings library
Text to Speech (TTS)	Converts typed text to voice — useful for dynamic data like names, balances, dates
Get Input	Waits for caller to press a key and stores the value
Condition	Branches the message based on collected input (e.g., “if pressed 1, play message A; if pressed 2, play message B”)
Collect Digits	Records a sequence of digits (e.g., account number, PIN)
Silence	Adds a pause between elements

Example: Appointment Reminder Message

1. Play Recording: "Hello, this is a reminder from ABC Clinic."
2. Text to Speech: "Your appointment is on [date] at [time]."
3. Play Recording: "Press 1 to confirm, press 2 to cancel, press 3 to speak with our team."
4. Get Input: capture keypress
5. Condition:
   - If 1 → Play Recording: "Thank you, your appointment is confirmed."
   - If 2 → Play Recording: "Your appointment has been cancelled. Goodbye."
   - If 3 → Transfer to Agent

Using a Message in a Campaign

Go to Campaigns Management and create or edit a Voice or Message campaign
In the campaign settings, set the IVR Message field to your designed message
Save and launch