The Interactive Voice Response (IVR) system is a workflow feature that automates call handling and helps customers reach the right information or department. This guide walks you through the key features of the IVR system and how they can improve your call handling and customer experience.
Setting up IVR Trigger
The IVR Trigger lets you assign a unique phone number as the entry point to your IVR system. This helps customers contact your business quickly in a structured, professional way.
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)
This lets callers leave voicemails to ask questions, share feedback, or comment on your products or services. The configurable options, such as recording duration and stopping conditions, help you control the quality and relevance of the voicemails you receive.
Say Or Play Message Action (IVR)
This lets you deliver pre-recorded messages or use text-to-speech to communicate with callers. It's a flexible tool for sharing information, promotions, or instructions, and you can control the message content and how many times it repeats.
Gather Input On Call (IVR)
Collecting input from callers helps route them to the right information or department. With IVR Gather, you can customise messages, set options, and control how input is collected. This keeps callers engaged and helps them make informed choices.
Connect To Call (IVR)
This routes callers to the right person or team promptly, reducing wait times and making sure calls reach the appropriate department or individual.
End Call
The last step of any IVR is ending it. This is done with the "End Call" action, which disconnects the call immediately by default. Alternatively, you can choose to play a message or upload custom music using the provided instructions.
Your IVR system is more than a call management tool; it's a core part of your customer service setup. Using its features well means a smooth, professional experience for customers and simpler processes for your team.
Important Notes
- Workflow Publication: Make sure you've published the workflow before customers call the designated phone number. This ensures the IVR system works as expected when calls come in.
- Workflow Handling: If a call ends at any point in the workflow, the contact should be moved to the next steps in the workflow appropriately. This keeps the customer journey seamless.
- Caller Exits: If a caller exits the workflow, the call should be disconnected by the workflow. This keeps call management efficient and avoids leaving customers in an incomplete or confusing state within the IVR system.