Widget library has various widgets used by Flow Builder to build your call flow. You can expand or collapse it whenever required.These components when configured and connected in a required manner determine the flow of incoming calls.
Icon
Widget
Description
Flow Start
The Flow Start widget represents the start of flow and routes your incoming calls as per configured flow.
IVR
Create IVR (Interactive Voice Response) to set up automated greetings, collect digit (DTMF) input from your users and route calls intelligently based on their choice.
% Distribution
% Distribution helps distribute and balance incoming call traffic. The routing of calls to different flow paths is controlled using defined percentages.
Time/Date
Configure custom Date/Time groups for business hours, out of office hours, holidays, or other events to route your calls accordingly.
Failover
Failover routing re-routes calls to configured failover destinations for SIP URIs and External numbers when these primary destinations cannot be reached in a call flow.
Gather Input
Gather Input can be used to collect single/multiple DTMF keypresses (user input) from the caller.
Webhook
Webhook is used to make custom API calls that enables AVOXI Flow Builder to communicate with different systems by retrieving or sending data.
Condition
Condition widget is used to control call routing to different flow paths based on if-then conditions.
Team
Forward the call to a team within your organization.
SIP URI
SIP forwarding allows forwarding incoming calls to a SIP address or PBX. You can choose from a list of previously configured SIP URI’s.
User
Forward the call to a User within your organization
External Number
Forward call to an External Number
Voicemail
Forward the call to an existing virtual DID number’s voicemail within your organization
End Flow
This widget represents the end of call flow.
Flow start
The Flow Start widget represents the start of flow and routes your incoming calls as per configured flow. It is present in all flows and cannot be deleted. You can connect any widget present in the widget library to the start widget.
IVR
AVOXI’s IVR (Interactive Voice Response) allows organizations to set up automated greetings and self service menu options for their end users/callers.It provides you the ability to collect digit (DTMF) input from your users and route calls intelligently based on their choice
Field Name
Description
Configuration / Setup
Sample values
Name
[IVR > Details]
*Required Field
Friendly name for your Interactive Voice Response (IVR)
Text input
Support - English
Dial By Extension
[IVR > Details]
If enabled, dialing an extension will route the call to respective extension
Toggle to enable /disable
Disabled (Default)
Enabled
Intro Prompt
[IVR > Details]
Plays at the beginning, before the menu prompt. If present, this prompt cannot be skipped by inputting digits or dialing extensions. It is not played when the menu repeats due to timeout or invalid input.
You can select an existing audio file from the library, record a new audio or upload an existing file from your computer.
IntroPrompt.wav
Menu Prompt
[IVR > Details]
*Required Field
Plays before awaiting option selection. It can be interrupted and will repeat if invalid input or a timeout occurs (up to play times)
You can select an existing audio file from the library, record a new audio or upload an existing file from your computer.
MenuPrompt.wav
Play Times (Menu prompt)
[IVR > Details]
*Required Field
The number of times the menu prompt will be looped back to/played after waiting for user input [Wait time for user input] for x seconds. Set Play times to 0 to play it infinitely.
Number
2 (times)
Default - 1
Unavailable Prompt
[IVR > Details]
Plays when an unavailable option is selected.
You can select an existing audio file from the library, record a new audio or upload an existing file from your computer.
UnavailablePrompt.wav
User Input
[IVR > User Input]
Options available in menu prompt for user selection. Any key press from 0-9, * or #
Select/deselect key from keypad
Any number from 0 to 9, * or # key press
Wait time for user input [IVR > User Input]
The amount of time (in seconds) to wait for user to select a menu option after the menu prompt has played.
This value has to be >=1
Number of seconds
45 (seconds)
Default - 30 seconds
Timeout Prompt
[IVR > Timeout]
Plays before forwarding to the timeout destination.
Flow →
Intro prompt > Menu Prompt > Wait time for user input >Timeout prompt
> Loop back to menu prompt as per menu prompt play times
You can select an existing audio file from the library, record a new audio or upload an existing file from your computer.
TimeoutPrompt.wav
IVR Option
Field Name
Description
Configuration / Setup
Sample values
User input - Confirmation audio
[IVR > IVR Option]
Plays after a caller has pressed the given key.
You can select an existing audio file from the library, record a new audio or upload an existing file from your computer.
ConfirmationAudio.wav
Priority based routing
[IVR > IVR Option]
If enabled, the calls flowing via this key press/option will be prioritized above other calls in the queue.
Percentage based routing is used to distribute and balance incoming call traffic. The routing of calls to different flow paths is controlled using defined percentages. Read more here.
Field Name
Description
Configuration/Setup
Sample values
Percentage Group Name
*Required Field
Friendly name for your Percentage Group. Each group should have a unique Percentage group name.
Text input
Group 1
Percentage
*Required Field
Represents the percentage associated with the percentage group.
Call traffic will be distributed based on this allocated percentage. Percentages of all groups should add up to 100%.
Number
Any number between 1 to 100. Eg - 50%
Time/Date
Field Name
Description
Configuration/Setup
Sample values
Timezone
The time zone that would be considered when configured active times are processed /matched
Select timezone from the available list
America/New_York
[Time Group] Name
*Required Field
Friendly name for your Date/Time Group. Each group should have a unique name
Text input
Business Hours
[Active time] Time
Time range - start time/end time [Active times of a date/time group]
Select time from time picker
09:00 AM to 05:00 PM
[Active Time] Date
Date range - start date/end date [Active times of a date/time group]
Select dates from date picker
05-01-2023 to 06-01-2023
Gather Input
This widget can be used to collect single/multiple DTMF keypresses (user input) from the caller. It can be stored in a variable and referenced elsewhere in the flow for further processing. Read more here.
Field Name
Description
Configuration
Sample values
Name
*Required Field
Friendly name for your Gather input widget.
Text input
Gather customer Id
Menu Prompt
*Required Field
Plays before awaiting user input.
You can select an existing audio file from the library, record a new audio or upload an existing file from your computer.
MenuPrompt.wav
Play Times (Menu prompt)
*Required Field
The number of times the menu prompt will be looped back to/played after waiting for user input [Wait time for user input] for x seconds. Set Play times to 0 to play it infinitely.
Number
2 (times)
Default - 1
Wait time for user input
*Required Field
The amount of time (in seconds) to wait for the caller to enter digits after the menu prompt has played.
This value has to be >=1
Number of seconds
6 (seconds)
Default - 30 seconds
Maximum user input
*Required Field
The maximum number of digits the caller can enter that will be captured by the system.
Number
6
Default - 10
Stop gathering on key press
Optional
This represents the terminating character for user input. Digits entered before this character will be captured by system.
Special character
# or *
Capture user input
Variable that will store caller’s user input. This can be referenced further in the flow by <variable_name>
Text input
CustomerId
Timeout Prompt
Plays before forwarding to the no input path.
Flow →
Intro prompt > Menu Prompt > Wait time for user input >Timeout prompt
> Loop back to menu prompt as per menu prompt play times
You can select an existing audio file from the library, record a new audio or upload an existing file from your computer.
TimeoutPrompt.wav
Webhook
This widget is used to make custom API calls that enables AVOXI Flow Builder to communicate with different systems by retrieving or sending data. Read more here.
Field Name
Description
Configuration
Sample values
Name
*Required Field
Friendly name for your Webhook widget.
Text input
Validate customer Id
Method
*Required Field
Request type of method - GET, POST, PUT
Select one of the available request type from the dropdown
GET
URL
*Required Field
Request URL or the endpoint
Text input
https://testurl.com
Headers &
Parameters
Pass required additional data using headers and parameters key value pairs
Add headers and parameters using the “+” button.
Use delete button to remove respective pairs.
Key - cId
Value -
<customerId> (variable name surrounded by “<>”)
12345
(plain text value)
Body
Body of your request - applicable for POST and PUT
Form Data - key value pairs
JSON - valid JSON
Text
Webhook Response Key
The webhook response key defines the webhook response to be referenced elsewhere in the Flow.
Text input
validateCustomer
Capture response
Used to save information from the raw webhook response into variables.Select the object path or key from which to retrieve information and define a variable to apply the information to.
Text input
Retrieve from - response object path or key
Apply to - variable name
Retrieve from - customer.valid
Apply to - is_customer_id_valid
Condition widget
This widget is used to control call routing to different flow paths based on if-then conditions. It sends the caller down specific flow path based on the value of the variable and its related conditions. You can evaluate variables against constant plain text value or other variables to conditionally route calls. Available operators - “is equal to”, “is not equal to” and “contains”. Read more here.
Field Name
Description
Configuration
Sample values
Name
*Required Field
Friendly name for your Condition widget.
Text input
Validate customer Id
Variable to compare
*Required Field
user defined variables or internal call variables. Check out full list of internal variables here.
Dropdown
<isCustomerIdValid>
<call.from.number>
Condition path name
Friendly name for your Condition path
Text input
Customer type Gold
Customer type Silver
Operator
List of available operators
Dropdown
is equal to (==)
Is not equal to (!=)
contains
Value to be compared
Constant or variable
Text input/ dropdown of available variables
Constants
1
Gold
Variables
<isCustomerIdValid>
Team
Field Name
Description
Configuration / Setup
Sample values
Team
*Required field
Forward the call to a Team within your organization
Select a team from a list of existing available teams.
Support Team
SIP URI
Field Name
Description
Configuration / Setup
Sample values
SIP URI
*Required field
Forward the call to a SIP URI you have configured
Select a SIP URI from a list of previously configured SIP URI’s.
External PBX
User
Field Name
Description
Configuration / Setup
Sample values
User
*Required field
Forward the call to a User within your organization
Select a User from a list of existing users within your organization.
Jane Doe
Voicemail
Field Name
Description
Configuration / Setup
Sample values
Voicemail
*Required field
Forward the call to an existing virtual DID number’s voicemail within your organization
Select a Voicemail from a list of existing DID number’s voicemail within your organization.
