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crownheightsaid / request-intake-twilio

for incoming calls + texts to our phone number; node.js, Twilio API, Airtable API
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Feature Request: Allow a caller to hear the instructions in multiple languages #2

Open ibrand opened 4 years ago

ibrand commented 4 years ago

Problem If someone calls who doesn't speak English, they wont understand what the hotline is for.

Solution Create a script that says "For x language press y key" in different languages after reading the initial prompt in english. Once the number is clicked, it would reread the original prompt in the chosen language. This would be ok, but is a bit cumbersome considering that it's only 1 sentence we need translated.

The nice thing would be that we might be able to log which language they selected in case there are any further questions they want to ask.

Open Questions Are there any other points at which we're communicating with the caller or is it just this one sentence?

mab253 commented 4 years ago

Twilio Studio (https://www.twilio.com/studio) would be great for this, you can design a flow and a bunch of functions or webhooks to trigger based on user input (DTMF tones, "por español numero 2," for example; so user clicks 2 -> it plays our Spanish file) ... and we could definitely send the language they chose over to our Airtable this way!

i hear you on wanting another idea rather than selecting number keys tho - any other thoughts?

ibrand commented 4 years ago

Oh nice! That sounds good to me. In that case, are there some hooks I could use if I went ahead and built this to know what number they've clicked?

I think that's actually a really good way to approach this.

ibrand commented 4 years ago

And just to make sure I'm getting this right: Twilio Studio is part of Twilio so would allow us to wire up to buttons but then we'd put the say commands into the request code and it would respond to (maybe hooks?) sent down from studio?