The "End IVR Call" action lets you terminate IVR calls within your workflow using a text message, a custom voice message, or abruptly. Callers are no longer left waiting unnecessarily once IVR actions are complete, giving you a cleaner and more efficient interaction.

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 ending the call by selecting the "Say a Message" option from the Say or Play Message dropdown. You can 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 ending the call by using the "Play a Message" option from the Say or Play Message dropdown. You can 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.

FAQs

Q: How will this impact the current workflow?

  • The "End IVR Call" action improves the experience during IVR interactions by preventing callers from being left on hold indefinitely. It also reduces IVR call durations once IVR actions are complete, giving workflow owners the flexibility to end calls from their side, which wasn't previously possible.

Q: What custom options are available for End IVR calls?

You can choose from three options:

  • End Abruptly: The IVR call is terminated instantly without any warning or message.
  • Text Message: Type a message to be played before the call ends, with the option to set the number of loops.
  • Custom Voice Message: Upload a custom voice message or branded music to be played before the call ends, with the option to set the number of loops.

Q: 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.

Troubleshooting Tips

  1. Issue: The IVR call does not end as expected.
  • Solution: Ensure that the "End IVR Call" action is correctly placed in the workflow after the desired IVR actions.
  1. Issue: Custom messages are not playing.
  • Solution: Verify that the custom text or voice message is correctly configured and that the number of loops is set appropriately.
  1. Issue: Non-IVR actions are not executing.
  • Solution: Confirm that the "End IVR Call" action is only set to terminate IVR actions and that the workflow includes subsequent non-IVR actions.