The “End IVR Call” action allows you to terminate IVR calls within the workflow with a text message, a custom voice message, or abruptly, enhancing user experience and control over call duration. This functionality ensures that users are no longer left waiting unnecessarily after IVR actions are completed and provides a more seamless and efficient interaction for users.
Setting Up End IVR Call #
To set up the “End IVR Call” action in your workflow, select the workflow containing the IVR action you want to end or create a new workflow.
Click the “+” button after any IVR actions such as Gather, Say/Play a Message, Record, etc. Search for the action “End Call”.
Custom Options #
End Abruptly (Default) #
Terminate the IVR call instantly by saving the action with the “Add Voice Instructions” switch toggled off.
Toggle the “Add Voice Instructions” switch to access:
Text Message #
Play a custom text message before terminating the call by selecting the “Say a Message” option from the Say or Play Message dropdown. This option allows you to set the number of loops and choose a message voice and language.
Custom Voice Message #
Upload a custom voice message or branded music to be played before terminating the call by using the “Play a Message” option from the Say or Play Message dropdown. This option allows you to set the number of loops.
Click “Save Action” to apply the settings.
NOTE: All IVR actions after the “End IVR Call” action will be skipped. However, non-IVR actions in the workflow will continue to execute as planned.
Frequently Asked Questions #
How will this impact the current workflow? #
The “End IVR Call” action enhances the user experience during IVR interactions by preventing users from being indefinitely subjected to elevator music. It also reduces IVR call durations once IVR actions are completed, giving workflow owners the flexibility to end calls from their end, which was previously not available.
What custom options are available for End IVR calls? #
Users can choose from three options: End Abruptly (terminates instantly without warning), Text Message (type a message played before termination, with a configurable number of loops), and Custom Voice Message (upload a voice message or branded music played before termination, with a configurable number of loops).
What happens to the IVR actions after the End IVR Call action? #
All IVR actions after the “End IVR Call” action will be skipped. However, non-IVR actions in the workflow will continue to execute as planned.
Where should the End IVR Call action be placed? #
Place it after the IVR actions you want to conclude—such as Gather, Say/Play a Message, or Record—by clicking the “+” button following those actions.
Why are my custom messages not playing? #
Verify that the custom text or voice message is correctly configured and that the number of loops is set appropriately before saving the action.
Why is the IVR call not ending as expected? #
Ensure that the “End IVR Call” action is correctly placed in the workflow after the desired IVR actions so it can terminate the call at the intended point.
