IVR

Interactive Voice Response (IVR) is a telephony menu system that allows for the identification, segmentation and routing of callers to the most appropriate agents within your team.

In a typical IVR scenario, a caller is first greeted by the IVR message. After the greeting, they are asked to choose from a series of prompts (e.g. “Press 1 for Sales, 2 for Support...”). Based on the button pressed, the caller is then routed to the most appropriate agent or department, sent to a new IVR or voicemail, forwarded to another phone number or the call is hung up.

To create an IVR

1. Open flow from left menue

2. Click to update the flow you need to update

3. Open Routing tab

4. Click Add new routing

5. Fill the routing step name, for example 'Identification IVR'

6. Follow the guide below for IVR settings

Sample Heedify IVR

Chaining IVR with other routing steps

You may need to design a couple of IVRs for your call flow. as an exemple you may need to first identify the preferred language (IVR1) and then create an IVR2 for French and IVR3 for English.

You can then simply on IVR1 create 2 option with routing as action type and then select IVR2 and IVR3 for each choice.

Please note the following when designing an IVR

• The IVR by default wait for customer to enter a choice for 15 second, if no answer, the message is played again to customer

• the message in interrupted if user finish typing choice. for example ending their DTMF by # or of the maximum number of digit expected is reached

There is no limit on number of IVR per flow