IVR Menu

Provide multiple options for an incoming call.

Provide menu options to navigate through the flow.

Use the Interactive Voice Response Menu (IVR) widget to provide the customer with multiple options to choose from depending on the need.
The IVR Menu widget has the following three conditions. Based on the menu option selected, one of the three conditions will execute.

  • Match — If the customer selects a valid option from the defined menu to the IVR message within the specified time, then the 'Match' condition will execute. This is the ideal flow path.

  • No Response — If the customer does not select any option within the specified time, then the 'No response' condition will execute.

  • No Match — If the customer presses a key that is not defined as part of the IVR menu, then the 'No match' condition will execute.

To use an IVR widget in a flow, perform the following steps:

  1. Follow the steps from 1 through 3 of the Widget Library page.

  2. Click on the IVR widget from the widget library.
    The IVR widget window appears.

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The IVR widget has the following fields to configure:

Configure your IVR message:

  1. Define the message to initiate keypress — Provide the message that you want the customer to hear before selecting a menu option.
    You can define the message in the following ways:
    a) Text-to-speech — Enter the text that should get played as speech. The character limit is minimum 3 and maximum 4000.
    b) Select audio — Select an existing sound file that you want the customer to listen to.
    c) Upload File — Upload a new sound file to play. The uploaded sound file will be saved under Sound Manager for easy access.

  2. Speech Rate — Select the speech rate at which the message should be played.

  3. Language — Select the language from the list, in which the defined message should be played.
    For More information on Text-to-Speech, see Text-to-Speech page.

  4. Select Numbers to match — Create a Menu by selecting numbers ranging from 0 to 9 and asterisk.

  5. Timeout for keypress — Set a timeout in seconds within which the customer can provide the keypress. Post timeout, the flow will navigate to ‘No response’ condition, if no keypress was entered.

  6. Callback Profile — Select a callback profile from the list to receive callback data after the flow has exited the widget. A callback profile helps in getting information about which key has been pressed by the customer (if any).
    An example of callback profile for keypress event:

"https://webhook.site/2cXX9-6XX0-4XX7-bXX9-aeXX31?keypress={{keypress}}"
  1. Click Save post configuring the widget.
  2. To delete the widget from the flow, click Delete.

A sample IVR Menu Widget Flow Diagram is shown.

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