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Using the IVR Prompts

PayNearMe’s IVR uses a standardized flow whose voice prompts can be customized for your business needs. PayNearMe uses Amazon’s Polly voice service to convert each written prompt to speech in both English and Spanish.

Understanding the Default Prompts

The following tables displays the default prompts for each consumer state in the PayNearMe IVR flow.

Language Selection State

English PromptSpanish PromptConsumer Interaction
For English press 1. Para español oprima dos.—Consumer enter:
  • 1 – Goes to English Authentication state.
  • 2 – Goes to Spanish Authentication state.

Authentication - Account Number Only State

English PromptSpanish PromptConsumer Interaction
Welcome to the [merchant_name] automated phone payment system. Please begin by entering your [merchant_name] account number followed by the pound key.Bienvenido al sistema automático de pagos por teléfono de [merchant_name]. Ingrese su número de cuenta de [merchant_name] seguido del signo de número.Consumer enters account number.
  • If found, go to the Input Payment Method state.
  • If found, but the account is not payable, go to Authentication – Unpayable Error state.
  • If not found, go to Authentication – Error state

Authentication – Double-Entry Account Number State

English PromptSpanish PromptConsumer Interaction
Welcome to the [merchant_name] automated phone payment system. Please begin by entering your [merchant_name] account number followed by the pound key.Bienvenido al sistema automático de pagos por teléfono de [merchant_name]. Ingrese su número de cuenta de [merchant_name] seguido del signo de número.Consumer enters account number.
  • If found, go to the second prompt.
  • If found, but the account is not payable, go to Authentication – Unpayable Error state.
  • If not found, go to Authentication – Error state
For security purposes, please re-enter your account number followed by the pound key.Por motivos de seguridad, vuelva a ingresar su número de cuenta seguido del signo de número.Consumer re-renters the account number.
  • If valid, go to the Input Payment Method state.
  • If invalid, the prompt repeats.

Authentication – Account Number and Custom Field State

English PromptSpanish PromptConsumer Interaction
Welcome to the [merchant_name] automated phone payment system. Please begin by entering your [merchant_name] account number followed by the pound key.Bienvenido al sistema automático de pagos por teléfono de [merchant_name]. Ingrese su número de cuenta de [merchant_name] seguido del signo de número.Consumer enters an account number.
  • If found, go to the second prompt.
  • If found, but the account is not payable, go to Authentication – Unpayable Error state.
  • If not found, go to Authentication – Error state
Please enter your [custom_field] followed by the pound key.Ingrese su [custom_field] seguido del signo de número.Consumer enters the value for the custom field (e.g., 5-digit ZIP code).
  • If valid, go to the Input Payment Method state.
  • If invalid, the prompt repeats.

Authentication – Up to Four Custom Fields State

English PromptSpanish PromptConsumer Interaction
Welcome to the [merchant_name] automated phone payment system. Please enter [custom_field_1], followed by the pound key.Bienvenido al sistema automático de pagos por teléfono de [merchant_name]. Ingrese [custom_field_1], seguido de la tecla numeral.Consumer enters the value for custom field 1.
  • If found, go to the second prompt.
  • If not found, repeat the prompt.
Please enter [custom_field_2], followed by the pound key.Ingrese [custom_field_2], seguido de la tecla numeral.Consumer enters the value for custom field 2.
  • If valid, go to the third prompt.
  • If invalid, the prompt repeats.
  • If the account is found and authentication is complete, go to the Input Payment Method state.
  • If the account is found, but the account is not payable, go to Authentication – Unpayable Error state.
  • If the account is not found, go to Authentication – Error state.
Please enter [custom_field_3], followed by the pound key.Ingrese [custom_field_3], seguido de la tecla numeral.Consumer enters the value for custom field 3.
  • If valid, go to the final prompt.
  • If invalid, the prompt repeats.
  • If the account is found and authentication is complete, go to the Input Payment Method state.
  • If the account is found, but the account is not payable, go to Authentication – Unpayable Error state.
  • If the account is not found, go to Authentication – Error state.
Please enter [custom_field_4], followed by the pound key.Ingrese [custom_field_4], seguido de la tecla numeral.Consumer enters the value for custom field 4.
  • If invalid, the prompt repeats.
  • If the account is found and authentication is complete, go to the Input Payment Method state.
  • If the account is found, but the account is not payable, go to Authentication – Unpayable Error state.
  • If the account is not found, go to Authentication – Error state.

Authentication - Error State

English PromptSpanish PromptConsumer Interaction
Sorry we could not find your account. Press 1 to try again. Press 2 to speak with an agent.Lo sentimos. No pudimos encontrar la cuenta que termina en xxxx. Presione 1 para intentarlo de nuevo. Presione 2 para hablar con un agente.Consumer enters:
  • 1 – Returns to the initial Authentication state.
  • 2 – Connects to the merchant’s Customer Support Team via the transfer number.

Authentication – Unpayable Error State

English PromptSpanish PromptConsumer Interaction
Sorry you cannot make a payment on this account. Press 1 to find another account. Press 2 to speak with an agent.Lo sentimos. No puede hacer un pago a esta cuenta. Presione 1 para encontrar otra cuenta. Presione 2 para hablar con un agente.Consumer enters:
  • 1 – Returns to the initial Authentication state.
  • 2 – Connects to the merchant’s Customer Support Team via the transfer number.

Input Payment Method – New Payment Method State

English PromptSpanish PromptConsumer Interaction
Let's pay account number ending in [last_4_account]. Please have your payment account information ready. Press 1 to add a new bank account. Press 2 to add a new debit card. Press 3 to add a new credit card. Press 4 to listen to your options again.Paguemos el número de cuenta que termina en [last_4_account]. Tenga lista la información de su cuenta de pago. Presione 1 para agregar una nueva cuenta bancaria. Presione 2 para agregar una nueva tarjeta de débito. Presione 3 para agregar una nueva tarjeta de crédito. Presione 4 para volver a escuchar sus opciones.Consumer enters:
  • 1 – Go to ACH Payment state.
  • 2 – Go to Card Payment state.
  • 3 – Go to Card Payment state.
  • 4 – Repeat the prompt.

Input Payment Method – Existing Payment Method State

English PromptSpanish PromptConsumer Interaction
Let's pay account number ending in [last_4_account]. Please have your payment account information ready. Press 1 to pay with your saved [card_brand] debit card ending in [last_4_debit]. Press 2 to pay with your saved [bank_brand] checking account ending in [last_4_bank]. Press 3 to add a new debit card. Press 4 to add a new bank account. Press 5 to listen to your options again.Vamos a pagar la factura que termina en [last_4_account]. Presione 1 para pagar con la tarjeta de débito [card_brand] guardada que termina en [last_4_debit]. Presione 2 para pagar con la cuenta de [bank_brand] guardada que termina en [last_4_bank]. Presione 3 para agregar una nueva tarjeta de débito. Presione 4 para agregar una nueva cuenta bancaria. Presione 5 para escuchar las opciones de nuevo.Consumer enters:
  • 1 – Go to Make Payment – Input Amount state.
  • 2 – Go to Make Payment – Input Amount state.
  • 3 – Go to Card Payment state.
  • 4 – Go to ACH Payment state.
  • 5 – Repeat the prompts.

Card Payment State

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Input Validations

The prompts of the Card Payment, ACH Payment, and Make Payment – Input Amount states have built-in, simple validations on the values that the consumers enter. If an invalid value is provided (e.g., the consumer only enters 4 digits for the ZIP code), the prompt will repeat but include the phrase “Please enter a valid. . .” and whatever the value is (e.g., “Please enter a valid five-digit ZIP code followed by the pound key”).

English PromptSpanish PromptConsumer Interaction
Enter your card number followed by the pound key. There will be a service fee of, $[service_fee_amount], per payment.Ingrese su número de tarjeta seguido de la tecla numeral. Habrá un cargo por servicio de, (x), por pago.Consumer enters card account number.
  • If valid, go to the next prompt.
  • If invalid, repeat prompt.
Enter your four-digit card expiration date followed by the pound key.Ingrese los cuatro dígitos de la fecha de expiración de su tarjeta seguidos de la tecla de número.Consumer enters the card’s expiration date.
  • If valid, go to the next prompt.
  • If invalid, repeat prompt.
Enter your five-digit billing ZIP code followed by the pound key.Ingrese el código postal de 5 dígitos seguido del símbolo de número.Consumer enters the card’s billing ZIP code.
  • If valid, go to the next prompt.
  • If invalid, repeat prompt.
Enter your ten-digit billing phone number followed by the pound key.Ingrese el número de teléfono de facturación de 10 dígitos seguido de la tecla de número.Consumer enters the card’s billing phone number.
  • If valid, go to the next prompt.
  • If invalid, repeat prompt.
Enter your card security code or CVV followed by the pound key.Ingrese el código de seguridad o CVV de la tarjeta seguido de la tecla de número.Consumer enters the card’s CVV security code.
  • If valid and card is added, go to the Make Payment – Input Amount state.
  • If valid and the card cannot be added, go to the Card Payment – Error prompt.
  • If invalid, repeat the prompt.

Card Payment - Error State

English PromptSpanish PromptConsumer Interaction
Sorry we were not able to add your card. Press 1 to try again. Press 2 to use another payment option.Lo sentimos. No pudimos agregar su tarjeta. Presione 1 para intentarlo de nuevo. Presione 2 para usar otra opción de pago.Consumer enters:
  • 1 – Go to the beginning of the Card Payment prompt.
  • 2 – Go to the Input Payment Method prompt.

ACH Payment State

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Input Validations

The prompts of the Card Payment, ACH Payment, and Make Payment – Input Amount states have built-in, simple validations on the values that the consumers enter. If an invalid value is provided (e.g., the consumer only enters 4 digits for the ZIP code), the prompt will repeat but include the phrase “Please enter a valid. . .” and whatever the value is (e.g., “Please enter a valid five-digit ZIP code followed by the pound key”).

English PromptSpanish PromptConsumer Interaction
Enter your bank routing number followed by the pound key. There will be a service fee of, $[service_fee_amount], per payment.Ingrese el número de ruta del banco seguido de la tecla de número.Consumer enters his/her bank’s routing number.
  • If valid, go to the next prompt.
  • If invalid, repeat prompt.
Enter your bank account number followed by the pound key.Ingrese el número de su cuenta bancaria seguido de la tecla de número.Consumer enters his/her bank’s account number.
  • If valid, go to the next prompt.
  • If invalid, repeat prompt.
Enter your five-digit ZIP code followed by the pound key.Ingrese el código postal de 5 dígitos seguido de la tecla de número.Consumer enters the billing ZIP code associated with his/her bank account.
  • If valid and the bank account is added, go to the Make Payment – Input Amount state.
  • If valid but the bank account cannot be added, go to the ACH Payment – Error prompt.
  • If invalid, repeat the prompt.

ACH Payment - Error State

English PromptSpanish PromptConsumer Interaction
Sorry we were not able to add your bank account. Press 1 to try again. Press 2 to use another payment option.Lo sentimos. No pudimos agregar su cuenta bancaria. Presione 1 para intentarlo de nuevo. Presione 2 para usar otra opción de pago.Consumer enters:
  • 1 – Go to the beginning of the ACH Payment prompt.
  • 2 – Go to the Input Payment Method prompt.

Make Payment – Input Amount State

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Input Validations

The prompts of the Card Payment, ACH Payment, and Make Payment – Input Amount states have built-in, simple validations on the values that the consumers enter. If an invalid value is provided (e.g., the consumer only enters 4 digits for the ZIP code), the prompt will repeat but include the phrase “Please enter a valid. . .” and whatever the value is (e.g., “Please enter a valid five-digit ZIP code followed by the pound key”).

English PromptSpanish PromptConsumer Interaction
Enter how much you want to pay including decimals followed by the pound key.Ingrese el monto a pagar, incluyendo decimales, seguido de la tecla de número.Consumer enters how much he/she wants to pay.
  • If valid, go to Make Payment – Authorization state.
  • If invalid, repeat the prompt.

Make Payment – Authorization State

English PromptSpanish PromptConsumer Interaction
You are authorizing a payment to [merchant_name] in the amount of $[payment_amount]. There will be a service fee of $[service_fee_amount] for a total amount of $[total_payment_amount]. To authorize this payment, press 1. To change or cancel this payment, Press 2.Está autorizando un pago a [merchant_name] por un monto de $[payment_amount]. Hay una comisión de $[service_fee_amount], con lo cual el monto total es de $[total_payment_amount]. Para autorizar este pago, presione 1. Para hacer cambios o cancelar este pago, presione 2.Consumer enters:
  • 1 – Authorizes the payment and goes to either the Process Payment Success or Failure state.
  • 2 – Go to the Make Payment – Input Amount state.

Process Payment – Success State

English PromptSpanish PromptConsumer Interaction
Thank you. Your payment is complete. Your confirmation number is [payment_confirmation]. If you wish to speak to an agent, press 0. To end this call, simply hang up. To hear this message again, press 1.Gracias. Ha completado su pago. Su número de confirmación es [payment_confirmation]. Gracias por llamar. AdiósConsumer enters:
  • 0 - Connects to the merchant’s Customer Support Team via the transfer number.
  • 1 – Repeats the payment confirmation message.

Process Payment - Failure State

English PromptSpanish PromptConsumer Interaction
Sorry we were not able to process this payment. Press 1 to try again. Press 2 to use another payment option. Press 3 to speak with an agent.Lo sentimos. No pudimos procesar este pago. Presione 1 para intentarlo de nuevo. Presione 2 para usar otra opción de pago. Presione 3 para hablar con un agente.Consumer enters:
  • 1 – Go to the Make Payment – Input Amount state.
  • 2 – Go to the Input Payment Method state.
  • 3 – Connects to the merchant’s Customer Support Team via the transfer number.

Customizing the Prompts

Each default prompt can be customized for a merchant site to include as little or as much information about the consumer account as needed. These can include standard PayNearMe macros or custom fields created specifically for your merchant site. Your PayNearMe Implementation Specialist can configure custom parameters for your site’s IVR configuration using the following information:

SettingDescription
TypeThe following field types are supported:
  • Amount
  • Boolean
  • Date (MM/DD/YYYY)
  • Date/Time
  • Editable Amount (Displays an input box that can be edited)
  • Fixed Amount
  • Text
API Parameter NameThe API name of this parameter. Typically, this is made up of the API parameter name in your system prefixed with ext_ (e.g., if your system had a charged_off parameter, PayNearMe would use ext_charged_off).
External NameThe name of the API parameter in your system (i.e., the parameter that this custom PayNearMe parameter will map to).
LabelThe label you want for this parameter.
Require for create_order?Indicates whether this parameter will be required for create_order API calls.
Contains PII?Indicates whether the value of this parameter contains Personal Identifying Information (PII). PayNearMe encrypts parameter values containing PII before storing. Encrypted parameters are only accessible to users with appropriate permissions.
Validate-OnlyIndicates whether you want to use this parameter only for account/customer validation. Validation-only parameters are stored as hashed values.
Include in Callbacks?Do you want to include this parameter in any callbacks that are part of your business or payment flows?
Default ValueThe default value for this parameter
Minimum ValueSets the minimum value allowed, if applicable.
Maximum ValueSets the maximum value allowed, if applicable.
Use for Validation?Do you want to use this parameter as a validation prompt before allowing customers to view/hear the order?
Mask Input Value?Do you want PayNearMe to mask the input of this parameter before posting it to another server? This is recommended for parameters containing PII.

Your PayNearMe Implementation Specialist can also provide you with a list of common PayNearMe macros that can be included in IVR prompts. Macros are simply strings that represent the specific components of an order in the PayNearMe system. Use these macros to include more specific balance information, provide more details about how the consumer can contact your business, or when authenticating a consumer. The following table provides a list of commonly used macros:

Macro NameDescriptionType
pnm_order_amountThe amount for the order (typically used for exact order amounts). This amount does not include convenience fees.money
pnm_total_dueThe total amount of the order including convenience fees.money
pnm_total_due_feeThe total amount of convenience fees due for the order total.money
pnm_expiration_dateThe due date for the payment.date
pnm_next_paymentThe total amount due for the next order payment (includes convenience fees)money
pnm_next_payment_feeThe total amount of convenience fees due for the next order payment.money
pnm_minimumThe total order amount for a minimum payment plus the convenience fee (if specified in the order or for the merchant).money
pnm_minimum_feeThe total amount of convenience fees for the minimum payment.money
pnm_payment_identifierThe 11-digit payment identifier.string[11]
pnm_payee_nameThe name associated with the merchant’s site.string
pnm_payee_billing_nameThe merchant’s billing contact name.string
pnm_payee_billing_phoneThe merchant’s billing phone number.string
pnm_payee_billing_line1The first line of the merchant’s billing address.string
pnm_payee_billing_line2The second line of the merchant’s billing address.string
pnm_payee_shipping_nameThe merchant’s shipping contact name.string
pnm_payee_shipping_line1The first line of the merchant’s shipping address.string
pnm_payee_shipping_line2The second line of the merchant’s shipping address.string
pnm_customer_support_phoneThe customer service phone number defined for the merchant.string
pnm_customer_support_emailThe customer service email address defined for the merchant.String
pnm_customer_nameThe consumer’s full namestring
pnm_customer_phoneThe consumer’s phone numberstring
pnm_customer_emailThe consumer’s email addressstring
pnm_customer_streetThe consumer’s billing street addressstring
pnm_customer_cityThe consumer’s billing citystring
pnm_customer_stateThe consumer’s billing statestring
pnm_customer_postal_codeThe consumer’s billing postal codestring
pnm_funding_method_nameThe name of the payment method.string
pnm_funding_method_branded_tender_typeThe brand name of the payment method.string
pnm_funding_method_generic_tender_typeThe generic name of the payment method.string
pnm_payment_account_titleThe payment method’s title (e.g., Debit Card, ACH, etc.)
pnm_payment_account_subtitleThe payment method’s subtitle, which is usually the last-4 digits of the account number.string
pnm_payment_description_meansA phrase encompassing the payment method (e.g., Cash at 7-Eleven)string

Updated 6 months ago