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There are best practice considerations which must be accounted for to ensure a seamless end-user experience.  Below are helpful tips to follow when utilizing the same interaction flow for multiple interaction types:

1. Chat Flows can have Simple Plays or Prompt and Collects. You can use TTS or Media Verify your greeting description within the appropriate section.
   1. These are the steps how to set up in Media Repository .
   2. Implementation > Media Repository:
   3. The media repository is organized with the following column headers.
      1. Name: The internal name used for greeting selection within an ECS announce and Collect activity.
      2. Description: This is the text displayed to the end-user during the chat interaction. This must be a chat appropriate message.
      3. Language: This indicates the specific greeting language. This field is only used when utilizing multiple languages and will default to English.
      4. .Wav file: This is the media file which will play to a caller during telephony interactions.
   4. Example: 

      In this example _EN_Waiting is a greeting used for hold music while in queue.  During a Telephony interaction the 2 minute long .wav file will play, while during a Chat interaction it will display the text Please Wait.

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2. Verify your Prompt and Collect Selection activities:
   1. Your Prompt and Collect Selection activities will display configured “Selections” as a list of selectable buttons.
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3. Verify your Prompt and Collect Data activities:
   1. Your prompt and collect data activities will prompt the end user for text-based input. This input will need to fulfill the configured data format parameters.
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4. Chat in Queue for an agent.
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