Editing Prompt Fields¶

Overview¶

A Prompt field stores the SSML (Speech Synthesis Markup Language) content Amazon Connect speaks to callers. Instead of hand-writing SSML tags, you edit prompt content with a rich text editor and a formatting toolbar that inserts pauses, emphasis, pronunciation, and speaking-rate controls for you. A Code View is also available for editing the raw SSML directly.

Before You Begin¶

The entity's schema must include a Prompt field. See Setting Up Entities and Schemas.
You need item edit permission on the entity to change prompt content.
Root <speak> tags are applied automatically — you don't need to add them yourself.

Step-by-Step Instructions¶

Switching Between Rich Editor and Code View¶

Open the item containing the Prompt field.
Click Switch to Code View to edit the raw SSML directly, or Switch to Code View / Switch to Rich Editor View to toggle back. The button's label always reflects the view you'll switch to.

{% hint style="info" %} Note: In Rich Editor view, a helper note — "Root \ tag applied automatically" — reminds you that the root tag is handled for you.

Applying SSML Formatting (Rich Editor)¶

Select the text you want to format (or place your cursor where you want to insert a pause).
In the SSML Formatting toolbar, click a format:

Format	What it controls
Pause	Inserts a timed pause: 500ms, 1000ms, or 2000ms
Rate	Speaking rate: Slow, Medium, Fast
Volume	Volume: Soft, Medium, Loud
Pitch	Pitch: Low, Medium, High
Say as	How a value is read aloud: Digits, Spell Out, Date
Language	Reads the selection in another language: Spanish, French, German
Structure	Groups the selection as a Paragraph or Sentence

Less commonly used formats are grouped under Less Frequently used: Word Role (Verb, Past Tense, Noun), Phoneme (custom pronunciation), and Substitute (read a substitute value instead of the visible text).
If you click a format without selecting any text, a message prompts: "Select some text to apply this formatting."

{% hint style="info" %} Note: A footer hint under the toolbar reads: "Insert or highlight text to apply an above formatting style." Click the collapse icon to hide the toolbar and reclaim space.

Editing or Removing an Applied Format¶

Click any formatted (highlighted) text in the editor.
If exactly one format applies, a popover shows the format's name and its available values, with a checkmark on the current value. Click Remove to remove that format.
If multiple formats overlap on the same text, the popover header reads "N Formats Applied," listing each one with its own value and a Remove control.
For Phoneme and Substitute, enter the value directly in the popover — there's no separate Apply button; the change applies as you type.

Checking Validation Before You Play¶

The editor shows one of three validation states above the playback controls:

State	Message
Empty	"No SSML to play yet"
Valid	"SSML validated, ready to play"
Invalid	"SSML invalid, review and correct to play"

Play is only available when the state is valid.

Previewing Prompt Audio¶

Click Play as, then choose a language from the adjacent dropdown — Default, or any language you've paired with a voice in Local Speech Setting.
Click Play as again to play; click it while playing to stop.
If Amazon Polly rejects the synthesized speech (for example, an unsupported combination for a given voice), the message updates to "Couldn't play - " followed by the specific reason, and a toast notification also reports the error.

{% hint style="info" %} Note: Playback here previews how the text sounds in your browser only — it doesn't affect what callers hear in Amazon Connect. To set up which voice plays for each language, see Previewing Voice and Language with Local Speech Setting.

Working with Imported or Unrecognized SSML Tags¶

If a prompt contains an SSML tag the rich editor doesn't have a dedicated control for, it's preserved rather than removed:

If the tag wraps plain text, it appears with a dotted underline. Clicking it shows a Read-only popover with the raw markup and the note: "Switch to Code View to edit this tag."
If the tag is self-closing or contains further markup, it renders as a non-editable chip showing the tag name.

To change one of these tags, switch to Code View and edit the SSML directly.

Troubleshooting¶

Problem	Cause	Solution
Play button is disabled	The prompt's SSML is empty or invalid	Check the validation message above the playback controls and correct the content.
A tag can't be edited from the toolbar	The tag isn't one of the rich editor's supported formats	Switch to Code View to edit it directly.
Play fails with an error message	Amazon Polly rejected the synthesized speech (for example, an unsupported setting for the selected voice)	Review the specific error shown, adjust the prompt content, and try again.

Need help? Click Support in the top navigation of CxPortal to submit a request.