Voice+ scripts
Create structured voice-guided prompts for your web assets in the NLX platform
What's a Voice+ script?
A Voice+ script creates a multimodal experience that pairs predefined voice prompts with visual assets from your web, mobile, or IoT applications. These scripts guide users through tasks online with synchronized voice and on-screen interactions.
A customer calls your service number
Your app greets the caller and identifies their intent
The system sends an SMS link to your web, mobile, or IoT experience
Once opened, Voice+ mode begins. Your conversational AI delivers voice prompts in real time as the customer completes each step
To access, click Resources in your workspace menu and choose Voice+ scripts:
Requirements
Workspace integrations
Before creating a Voice+ script, your workspace needs a few integrations that will connect your app to the right language engine, telephony provider, and messaging function. These integrations allow your app to process user input, deliver voice responses over phone, and share a supporting link or asset over SMS.
NLP engine
Integrate Natural Language Processing to handle language understanding. Some providers may require specific engines for compatibility (e.g., Amazon Connect requires Amazon Lex)
Create flow
Every Voice+ script experience begins as a standard voice flow (similar to an IVR). You’ll design a conversation that greets the user, identifies their intent, and sends them an SMS with a link to your digital experience — the point where Voice+ mode takes over. Once the user opens the link, your app delivers synchronized voice prompts that guide them through each step of the on-screen task.
Create a new Flow or select an existing one
Add training phrases the AI model (NLP or the NLX native LLM) will use to recognize user intent
After any greeting or logic that begins your flow handling their intent, place a Data request or Action node (depending on how you set up your custom function) that will send the SMS link
On the node
Set the PhoneNumber field to the system variable
{system.UserId}In the URL field, enter your link followed by
?cid={system.conversationID}to include the conversation IDIn the Message field, write a short SMS introducing the link and its purpose for the user
Place and link a Basic node after indicate a text was successfully sent to the user and prompt them to tap the link
From the Basic node, place and link to a Voice+ node > Click Save
Script
The script is where you'll set up the series of predefined voice messages for your application to communicate to users. These messages are known as Steps and are synchronized in real time and mapped to the visual assets displayed to users from your web, mobile, or IoT application.
Select Resources from workspace menu > Choose Voice+ scripts > Create a new script or select an existing
Click + Add step > Enter the voice line in the message field*
Repeat for each Step
Click Save
Optional (expand each Step to view):
Action: Enable to apply one of three actions to a Step:
End: Terminates the call, ending the session (may be applied on the last voice step of your script)
Escalate: Proceeds from the Escalation path of your Voice+ node in the flow
Continue: Proceeds from the Continuation path of your Voice+ node in the flow
Analytics tags: Assign tags to a step and view traversal rate on an Analytics dashboard
Using Context variables
Context variables may be referenced in any messaging of your script. They're useful to personalize the experience with users by referencing dynamic information (e.g., name, date) that is defined and set prior to the Voice+ node in your flow.
Expand an existing step or + Add step > Select the messaging field
Enter an open curly brace { and choose the appropriate Context variable > Click Save
Deploy script
A deployment packages your Voice+ script into a build that can be released to production. Once deployed, you can access the configurator to install the experience on your web, mobile, or IoT application.
After the initial deployment, AI applications connected to your Voice+ script through their attached flows don’t need to be redeployed—only changes made to the flows themselves require an application re-deployment. Instead, updates to your Voice+ steps can be published directly from the Deployment tab of your script.
Select Create your first build
After a build successfully completes, select Deploy from the Production column
When ready, click Create deployment
For failed builds, expand the Details link in the Build status column for additional information.
Touchpoint
In preparation for installing the NLX Touchpoint SDK, be sure to download your script steps to a CSV or JSON file using the available Download option:
In order for your Voice+ communication to work properly and not trigger CORS errors, make sure to whitelist the URL domain(s) in the script's Settings and click Save.
On the script's Deployment tab:
Select the Details link next to the Deployed status
Under Setup instructions, click Open Voice+ configurator
API key: If not already entered, provide the API key under your Voice+ script's Settings and enter it in the configurator's field
Conversation ID: Since this is dynamically generated for each conversation session with a user by NLX, you may parse the ID from the user's URL path. Sample code: https://developer.mozilla.org/en-US/docs/Web/API/URLSearchParams/get#examples
Install code snippet with applicable step IDs to each page of your frontend UI
Voice+ script settings
API key: Enter your API key or auto-generate one for authorization
Whitelisted domains: Add your URL to this section to prevent CORS errors and allow for proper Voice+ script transmission. Supports both exact string matches and regex patterns:
Exact:
https://example.comRegex:
^https:\\/\\/[a-z0-9\\-_]+\\.herokuapp\\.com\\/?$
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