The Connect Call (IVR) action lets you transfer calls from the IVR system to selected users or phone numbers in real time. You can connect calls to up to 10 users at once and configure options like voicemail detection and call duration limits, giving you control over how calls are handled.

How It Works

Navigate to a workflow with the Start IVR Trigger added, then click the "+" icon to select the Connect Call action from the actions list.

Action Name

Enter a descriptive name for the action.

Connect Call To

Define the users or custom phone numbers to transfer the call to. Choose from existing users or manually input custom numbers by selecting the user from the dropdown or clicking the "Add Custom Number" button.

Add Whisper Message

Toggle this switch to play a message to the person who answers the call before it's connected.

Once activated, you can enter the message by typing it manually or using custom fields, set the language and voice for the message, and specify how many times it should be repeated.

Advanced Settings

Expand the Advanced Settings to detect if the call is answered by voicemail, which may introduce a delay (1), record the call for quality assurance or compliance (2), set the wait time before the call transfer attempt times out (3), or define the maximum duration of the connected call (4).

📌Note: The Timeout and Time Limit fields take values in seconds. The maximum is 600 seconds and 24 hours respectively.

Save

Once you're happy with your settings, click the Save Action button to add the action to your builder.

Once your action is set up, you can use Connect Call custom values in the Assign User action to automatically assign the contact to the person who answered the call.

Note that this feature will not work if the Connect Call routes to a Custom Phone Number since there is no associated user ID.

With these settings in place, you can make sure callers reach the right person while keeping control over call quality, duration, and compliance.

Example Scenario

A customer contacts your IVR system and selects the option to speak with a sales agent. The system then transfers the call to one or more available sales representatives.

  • Action Name: Transfer Call to Sales Agent
  • Connect Call To: Select one or more sales agents or provide custom numbers.
  • Advanced Settings: Enable Record Call, Set Timeout to 30 seconds, and Set Time Limit to 3600 seconds (1 hour).