Configure IVR within Flow Builder

  1. Click on the add button under the Flow start widget and choose IVR widget from the widget library.
  • Click on the IVR widget and use the IVR config panel available on the right hand side.

  • Give your IVR a name and choose the appropriate Menu prompt in the details section.

  • To clear out prompts, hover over the prompt and click on the [x] icon

  • Go to the "User Input" tab in the IVR config panel and select 1,2 and 3 key presses. Add Wait time for user Input.

2. Select target destination for IVR key press and timeout

  • Click on add icon under IVR option 1 and add Team widget

  • Click on add icon under IVR option 2 and add User widget

  • Click on add icon under IVR option 3 and add External Number widget

  • Click on add icon under Timeout and add End Flow widget

3. Choose appropriate values for Target destinations

  • Choose Team, user available with your organization and add a desired external number.

4. Detailed guide on all the available widgets - Widget Library 

Refer Step by step guide - Build a call flow for detailed  steps to create and publish a flow 


FAQ’s

Q: Can I import existing IVR’s into Flow Builder?

A: No, all IVR’s have to be built from scratch within Flow Builder. Please contact support for any assistance.


Q: Can I reuse IVR’s built within flows

A: No, IVR’s have to be rebuilt as needed. However, you can jump to the start of the flow by using External number widget with flow extension as its value.


Q: How can I configure - “Press 9 to repeat menu” IVR key press config

A: Any IVR key press not configured by user by default repeats the menu prompt; Eg - if a IVR has key press 1 go to team and key press 2 go to user, when caller presses any key other than 1 or 2 the menu prompt replays according to the play times configured.


Q: Can I configure, IVR Timeout to route back to the same IVR

A: We can increase the play times for Menu prompt or set it to 0 which represents infinite. 


Q: How can I clear prompts

A: Hover over the prompt and click on the [x] icon


Q: Do we have Analytics for IVR created in Flow Builder

A:  IVR’s created in flows are available in IVR Analytics



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Updated:

January 10th, 2024

Author:

Tasleem Rayali

Updated By:

Tasleem Rayali

KB ID:

1907148

Page Views:

1429

Tags:

flow design, ivr setup

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