Overview
Use the Gather node in an inbound call flow to collect keypress input from callers. You can then use that input to route calls intelligently to teams, queues, or salespeople. This article shows you how to configure the Gather node and use the collected variable downstream.
Key Functionality
The Gather node lets you:
Collect keypress values from inbound callers.
Store the collected value in a named variable.
Use that variable in Play/Say nodes or Criteria nodes to route calls.
Before you Begin
Confirm you have access to inbound call flow configuration. Contact your administrator if you cannot access call flow settings.
Have your call flow open in the editor and know where you want to place the Gather node.
Decide what input you want to collect, such as a ZIP code, account number, or menu selection.
How to Use This nNode
Step 1: Add the Gather node
Open your inbound call flow in the editor.
Add a Gather node to the flow, typically after the Lead node.
Open the GATHER settings panel by selecting the node.
Step 2: Configure Variable Settings
In the VARIABLE SETTINGS section, set the following:
Setting | What it does |
Variable Name | The name of the variable where keypresses are collected. Use this variable in Play/Say or Criteria nodes. |
Max. Length | The maximum number of keypresses a caller can enter. |
Timeout | How long to wait before moving to the next event in the call node. |
Confirmation Button | The key the caller can press to finish their entry. |
Step 3: Configure Play/Say Audio
In the PLAY/SAY AUDIO section, add a message telling the caller what to enter.
Select Text to Speech to type a message, or Upload File to use a recorded message.
The caller can bypass the rest of the message at any time with a keypress.
Step 4: Use the Variable for Routing
After the caller enters a value, use the variable in a Criteria node or a Play/Say node to route the call. For example, route callers to different queues based on the ZIP code they entered.
Confirm it Worked
Test the call flow by calling in and entering a value. Confirm that:
The Play/Say message plays to the caller.
The caller can enter keypresses and finish with the Confirmation Button.
The call routes correctly based on the variable used in your Criteria or Play/Say node.
Best Practices
Use clear, short Play/Say messages so callers know exactly what to enter.
Set a reasonable Timeout to avoid long waits for callers who do not respond.
Choose a Confirmation Button callers will recognize, such as the pound key.
Test the flow before enabling it for live callers.
Troubleshooting
Issue | What to check |
The caller's input is not collected | Confirm the Variable Name is set. Check that Max. Length and Timeout are long enough for the input. |
The call does not route as expected | Confirm the variable name in the Criteria node matches the Variable Name in the Gather node. |
The caller hears no message | Confirm the Play/Say audio is configured with Text to Speech or an uploaded file. |
The caller is cut off before finishing | Increase the Timeout or Max. Length. Confirm the Confirmation Button is set correctly. |
FAQ
What does the Gather node do?
It collects keypress input from inbound callers and stores it in a variable.
Where can I use the collected variable?
In Play/Say nodes and Criteria nodes to route calls.
What is Max. Length?
The maximum number of keypresses a caller can enter.
What is Confirmation Button?
The key a caller presses to finish their entry.
Can callers skip the message?
Yes. A caller can bypass the rest of the message at any time with a keypress.
Can I use a recorded message instead of text-to-speech?
Yes. Select Upload File under PLAY/SAY AUDIO.