The Interactive Voice Response (IVR) system is a powerful workflow feature designed to streamline business communication and enhance customer experience. By automating call handling and providing tailored options, the IVR system ensures that your customers are guided efficiently to the right information or department. This guide walks you through the key features of the IVR system, offering insights into how they can optimize your operations and improve customer satisfaction.

Setting up IVR Trigger #

The IVR Trigger feature enables you to assign a unique phone number as the entry point to your IVR system. This personalized approach helps customers quickly initiate contact with your business in an organized and professional manner.

Remember to add the phone number registered in your CRM, and save the trigger to activate the entry point.

IVR Actions #

Record Voicemail Action (IVR) #

By enabling callers to leave voicemails, you allow them to provide feedback, ask questions, or share their thoughts about your products or services. The configurable options, such as recording duration and stopping conditions, help ensure the quality and relevance of the voicemails you receive.

Say Or Play Message Action (IVR) #

This feature lets you deliver professionally crafted messages or use text-to-speech technology to communicate with callers. It’s a versatile tool for sharing information, promotions, or instructions, and you can control the message content and repetition to match your communication goals.

Gather Input On Call (IVR) #

Collecting user input is essential for guiding callers to the right information or department. With IVR Gather, you can customize messages, provide options, and control the input collection process. This feature enhances engagement and ensures that callers can make informed choices.

Connect To Call (IVR) #

Connecting callers to the right resources promptly is crucial for customer satisfaction. This feature streamlines the call routing process, reducing wait times and ensuring that callers are directed to the appropriate department or individual efficiently.

End Call #

The last step of any IVR is ending it. Done with the “End Call” action, which will disconnect immediately by default. Alternatively, you can choose to play a message or upload custom music using the provided instructions.

Your IVR system is not just a tool for managing calls—it’s an essential element of your customer service strategy. By leveraging its features, you can create a seamless, professional, and satisfying customer communication experience while simplifying your business processes.

Important Notes #

• Workflow Publication: Ensure that you’ve published the workflow before customers call the designated phone number. This ensures that the IVR system functions as intended when customers initiate calls.
• Workflow Handling: If a call ends at any point in the workflow, the contact should be appropriately moved to the next steps in the workflow. This ensures that the customer journey remains seamless.
• Caller Exits: If a caller exits the workflow, the call should be disconnected by the workflow. This helps maintain efficient call management and ensures that customers are not left in an incomplete or confusing state within the IVR system.

Frequently Asked Questions #

What is the Inbound IVR trigger used for? #

It assigns a unique phone number as the entry point to your IVR system so inbound callers are routed through your automated call flow.

What phone number should I use for the IVR trigger? #

Use a phone number registered in your CRM, then save the trigger to activate that number as the IVR entry point.

What actions can I build into an IVR workflow? #

You can record voicemails, say or play messages, gather caller input, connect callers to the right resource, and end the call.

Can the IVR collect input from callers? #

Yes. The Gather Input On Call action lets you present options and capture the caller’s selections to route them appropriately.

Do I need to publish the workflow before it works? #

Yes. The workflow must be published before customers call the designated number for the IVR to function as intended.

What happens if a caller exits mid-flow? #

The workflow should disconnect the call so callers are not left in an incomplete or confusing state within the IVR system.