Overview
A Whisper Prompt is a brief audio message played to the agent in the moment just before they are connected to a caller. It is designed to deliver quick, contextual information, such as the caller's name, line of business, account standing, or priority tier, so the agent can greet the customer with the right context from the very first second of the interaction.
Whisper Prompts use Text-to-Speech (TTS) to read the value of a Q Skill aloud to the agent. They are enabled per queue by default but require a specially named Q Skill to activate.
How It Works
Whisper Prompts are triggered by a Q Skill whose name begins with the prefix wptts_. When an interaction is routed to an agent, if the interaction has a skill assigned with this prefix, the system reads the portion of the skill name after wptts_ aloud to the agent before the call connects.
Example: A skill named wptts_Platinum Member will play the spoken prompt "Platinum Member" to the agent just before the caller is connected.
Setup
Step 1 — Create the Q Skill Navigate to Admin > Configuration > Q Skills and create a new skill. Name it using the wptts_ prefix followed by the text you want spoken to the agent.
Tip: Keep the text after the prefix short and clearly spoken — the agent hears this in real time as the call is connecting, so brevity matters.
Step 2 — Assign the Skill to an Interaction Within your Logic flow or Inbound Route, assign the wptts_ skill to the interaction just as you would any standard Q Skill. The prompt will play automatically when the interaction is routed to an agent.
For full instructions on assigning Q Skills to interactions, see Q Skills.
Related Articles
Sharpen Q [internal Confluence reference, not migrated in this run]
This article is part of a series on Admin Configuration topics.