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Premium Triggers and Actions - How to Setup IVR using a Workflow

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Voice Response (IVR) system.

 

Transform your business communication with our state-of-the-art Interactive Voice Response (IVR) system. Merging advanced technology with user-friendly design, our IVR features redefine the way you engage with customers.

Note:

- Available only for LC Phone customers

- Use the "IVR" Workflow Recipe for a head start

Experience enhanced customer interactions through the seamless integration of cutting-edge technology and intuitive design. Here's how:

Input Trigger: Start IVR Trigger

Initiate your IVR system by setting up your unique phone number.

Please note once a phone number is mapped to an IVR workflow, it cannot be mapped to any other IVR workflow

 

 

Record Voicemail Action

Allow your callers to leave you voicemail messages.

 

 

Configuration

  • Stop Recording After (Seconds of Silence): How long to wait for the user to say something before stopping the recording

  • Stop Recording on Keypress: Give callers control, allowing them to end the recording by pressing a key

  • Max Recording Length (Seconds): Set the total voice message duration

Note: The recording for the voicemail messages can be found in the Enrolment Logs

Say/Play Action

Say or Play a message, typed or recorded by yourself for your callers.

 

Configuration

  • Say or Play a Message: Either type a message for the system to say on the call or record your voice to play the message instead

  • Number of Loops: How many times should the message be repeated

 

Gather Input on Call Action

This action allows you to collect input from your caller after you say or play a message to guide them on what to input after the message

 

Configuration:

  • Say or Play a Message: Either type a message for the system to say on the call or record your voice to play the message instead

  • Number of Loops: How many times should the message be repeated

  • Stop Gathering After (Digits): How many digits should the caller enter before moving to the next step

 

Conditional Logic for IVR Gather Action

Leverage the power of IVR Gather to collect user input effortlessly through Keypress, coupled with tailored actions and branching paths. Utilize the 'IF Condition' feature in conjunction with IVR Gather to establish unique logic for different key presses. For example, prompt callers with options such as 'Press 1 for service details' or 'Press 2 to book an appointment.' Each key press initiates distinct branches, seamlessly guiding callers to the next step based on their input. This intuitive system enhances the user experience, ensuring a smooth and personalized interaction.

Add an If / Else Action:

 

Now set up your condition as shown below:


 

Set up the branches to complete your workflow:

 

 

Connect Call Action (Transfer the call)

Transfer your caller to the right person/department, based on their input in the previous action.

 

Configuration:

  • Connect Call To: Choose which user the call should be forwarded to

  • Timeout: Set the timeout in seconds for the dialed party to answer the call. Minimum: 1 second, Maximum: 600 seconds. Default: 30 seconds

  • Time limit: Set the maximum duration of the connected call in seconds. By default, there is no time limit, but you can set a maximum of 24 hours

Business Example: Online Retailer


Let’s look at a business example of how an online retailer would use the IVR system to assist a customer, Alex, who’s calling them.

Input Trigger - Start IVR Trigger: A customer, Alex, calls the e-commerce hotline in search of assistance with a recent order.

Gather Input on Call Action: Alex is presented with options like "Press 1 for Order Tracking, Press 2 for Return Inquiries," guiding him to the relevant support.

Say/Play Action: Alex receives information about the latest promotions and a notification about a flash sale, catching his attention.

IVR Connect Call: Alex is seamlessly connected to a customer service representative, who efficiently addresses his order inquiries and provides personalized assistance.

With our IVR system, Alex's customer journey begins with easy navigation and concludes with a satisfying resolution to his inquiries, showcasing the efficiency and personalized support of our business.

 

Note:

  1. Please ensure that you have published the workflow before calling the number added to the workflow trigger

  2. If the call ends the call at any point in the workflow - the contact will be moved to the next steps in the workflow

  3. If the caller exits the workflow - the call is disconnected by the workflow