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CX Model Modules

Updated: tech writers Edited:

Modules within CX Models allow you to split-up larger CX Models into smaller components that are easier to edit. Modules can be reused and shared multiple times across the same CX Model. To add or edit a Module with a CX Model follow the steps below.

Adding a Module to a CX Model

  1. Click the Plus + Icon to add a new Element type and select "New Module"


  2. Enter the "Reply With" that will start this Module.


  3. A new Module will be added to your CX Model.
    In the screenshot below after the main menu Element there are two Modules. Each Module will be started by the DTMF "Reply With" details that have been entered, in this example the digits 1 and 2.

  4. Modules can also be created by selecting multiple CX Model elements

Editing a CX Model Module

Once you have created a CX Model Module, you can start populating it with additional content.

  1. To edit a CX Model Module, either double click on the Module in the CX Model, or use the left hand modules Sidebar and select the module you want to edit.


  2. Clicking the 3 dots icon on the right of any Module allows you to Rename or Duplicate any existing Modules
    Note: You will not be permitted to delete Modules that are currently in use within a CX Model.
  3. Modules function as smaller sections of a CX Model, so adding elements to a Module is a similar process.
    Click the Plus + Icon to add elements to your Module

Sharing CX Model Modules

CX Model Modules can also be shared across multiple CX Models, saving you time in building IVRs that have common menu paths or infrastructure. To share a CX Model Module across multiple CX Models, follow the steps below.

  1. Open the CX Model that contains the Module that you want to share.
  2. Clicking the 3 dots icon in the left hand sidebar next to the CX Model Module to be shared.

  3. Select Share and click OK on the confirmation message that appears.
  4. Modules that are shared will appear in the list of Modules with a Shared tag.

    And will also appear in the Shared Modules folder in the CX Models menu.

  5. Shared Modules can be added to any CX Models in the same process as adding a Module.
    Note: Making changes to the Shared CX Model Module will have these changes reflected in all CX Models that reference the Module.

CX Model Module Outcomes

CX Model Modules can have a set Outcome, that when reached will perform a certain action.

  1. Below is an example CX Model Module for the Main Menu of an IVR
    This Module contains 3 outcomes which are activated by pressing 1, 2 or 3 as a DTMF input.

  2. Module outcomes are shared across all Modules, so in the above example you can re-use the outcome of "Return to Main Menu" in another Module that has the same behaviour.
  3. Module Outcomes are another element type such as Menu, GoTo or even another Module.

    You can see where this Module Outcome will return to in the right hand side panel while editing the Module

    When editing a CX Model Module, you can also manually add a Module Outcome by entering a name in the Outcomes List on the right hand menu, then pressing enter.

    Note: Module Outcomes that are manually entered will display as a dotted line on the CX Model, as there is no clear path of how to reach this Outcome.

  4. To resolve this, edit the Module and add a Module outcome using the Add Element button.

    Ensure that you enter a valid Reply With statement, this can be a DTMF, Speech, Audio or No Reply, then select your required outcome from the list. Once there is a clear path to activate this Module Outcome, the path to it will no longer be a dotted line and will appear solid.

    For more information on how Cyara CX Model Modules can be used, watch the video below.

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