The Gather Input On Call (IVR) action collects input from callers using DTMF (Dual Tone Multi-Frequency) keypresses. Based on these responses, the system can trigger different branches within the workflow, allowing for tailored experiences such as directing calls to specific departments or triggering automated responses. For example, callers may be asked to “Press 1 to speak to support” or “Press 2 to leave a message.” By capturing these inputs, businesses can direct calls more efficiently and enhance the caller experience.

How It Works #

Navigate to a workflow with the Start IVR trigger added, then click the + icon to select the Gather Input On Call action from the actions list.

• Action Name: Enter a descriptive name for the IVR action.
• Say or Play Message: Choose between text-to-speech or an uploaded audio file.
• Text to Say: If text-to-speech is selected, input the message you want the caller to hear. Enhance the interaction by using custom values from the tag icon.
• Language: Select the language for the text-to-speech message.
• Message Voice: Choose between a male or female voice for the message.
• Upload: If the Play a Message option was chosen, use the Upload File button to insert the audio to be played.
• Number of Loops: Define how many times the message should repeat if no input is received.
• Match Conditions: Enable this feature to define conditional branches based on keypress values (e.g., 1 = Support).

Advanced Settings #

Expand the Advanced Settings to set a timeout (in seconds) to end input gathering if no response is received, activate the switch to stop gathering as soon as a key is pressed, or define the number of digits to collect before stopping input.

Save #

After verifying your selections, click the Save Action button to load the action to your builder.

The Gather Input On Call action is a critical component for building intuitive, self-service IVR experiences. It allows businesses to automate call handling, reduce wait times, and route callers efficiently based on their input. By leveraging this feature, you can streamline operations while delivering a responsive and professional caller experience.

Example Scenario #

An institution wants to guide callers to the appropriate department via IVR.

Message: “Press 1 to hear the date and time of your appointment, Press 2 to connect with an agent, or Press 3 to exit.”

• Pressing 1: Routes the caller to a flow that plays their appointment details using the Say/Play (IVR) action.
• Pressing 2: Connects the caller directly to a customer support agent using the Connect Call (IVR) action.
• Pressing 3: Ends the call after a thank-you message.

Frequently Asked Questions #

What does the Gather Input On Call action do? #

It collects caller input via DTMF keypresses and can branch the workflow based on which key is pressed.

What trigger is required? #

The action must be added to a workflow that uses the Start IVR trigger.

Can I use a recorded message instead of text-to-speech? #

Yes. Choose the Play a Message option and upload an audio file, or use text-to-speech with a selected language and voice.

How do I route callers based on their keypress? #

Enable Match Conditions to define conditional branches tied to specific keypress values, such as 1 for Support.

What advanced options are available? #

You can set a timeout, stop gathering as soon as a key is pressed, or define the number of digits to collect before stopping input.

Why use IVR input gathering? #

It automates call handling, reduces wait times, and routes callers efficiently for a responsive, professional experience.