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Interactive Voice Response (IVR) Guide - Triggers & Actions

Efficiently managing inbound calls is crucial for enhancing customer experience. An Interactive Voice Response (IVR) system automates call handling by guiding callers through pre-recorded prompts, directing them to the appropriate department or action without human intervention. This guide will walk you through setting up an IVR system in Stack using workflows, whether you choose a prebuilt IVR recipe or create one from scratch.

Table of Contents​

What is the IVR System?​

An Interactive Voice Response (IVR) system is an automated phone system that interacts with callers using pre-recorded messages, text-to-speech prompts, and keypad inputs. It helps businesses guide callers to the right department, collect information, or provide self-service options without human intervention. In Stack, IVR is set up using workflows, allowing for automated call routing and customer engagement.

IVR Components​

  • Trigger - Start IVR: Activates the IVR system when a call is received on a designated number.
  • Action - Say/Play Message: Plays a recorded or text-to-speech message to guide the caller.
  • Action - Gather Input: Collects user keypress responses for navigation within the IVR menu.
  • Condition - Map Caller Input: Directs the caller to the appropriate action or team based on input.
  • Action - Connect Call: Transfers the caller to a selected agent, department, or external number.
  • Action - Record Voicemail: Allows callers to leave a voicemail if no one is available to take the call.
  • Condition - Call Status Check: Determines what happens based on call outcome (answered, missed, or disconnected).

Key Benefits of IVR​

  • Enhanced Call Management: Automatically directs callers to the appropriate team, reducing wait times and improving customer experience.
  • Improved Efficiency: Eliminates the need for manual call handling, freeing up staff for higher-value tasks.
  • 24/7 Availability: Enables businesses to handle customer inquiries at any time, even outside business hours.
  • Customizable Interactions: Supports text-to-speech messages, call routing, voicemail collection, and data gathering based on caller input.
  • Seamless Workflow Integration: Works within Stack’s automation system to trigger actions like follow-ups, appointment scheduling, or lead categorization.

Configuring IVR Using Workflows​

Setting up IVR in Stack can be done in two ways: using a workflow recipe for quick setup or creating one from scratch for full customization.

Method 1: Using the IVR Workflow Recipe​

For a quick setup, use the IVR Workflow Recipe, which includes predefined triggers, actions, and conditions.

  1. Navigate to Automation from your Stack dashboard.
  2. Click Create Workflow, then select Select a Recipe to set up a preconfigured IVR system with minimal adjustments.

Customizing the IVR Workflow​

  • Phone Number: In the workflow trigger settings, select the phone number for the IVR system. Ensure incoming calls are properly routed to trigger the IVR workflow.
  • Say/Play Messages: Modify text-to-speech or uploaded audio files to ensure professional prompts.
  • Call Routing Logic: Adjust input conditions to direct callers to the correct department or individual. Save and publish the workflow to activate the IVR.

Method 2: Creating an IVR Workflow from Scratch​

For businesses with specific call routing needs, building an IVR system from scratch allows complete control over workflow design.

Steps to Create an IVR Workflow​

  1. Access Workflow Builder: Go to Automation and click on + Create Workflow, then Start from scratch.
  2. Add the IVR Trigger: Click on + Add New Trigger and search for Start IVR.
  3. Assigning a Phone Number: In the workflow trigger settings, select the phone number for the IVR system and click Save.
  4. Configure IVR Actions: Set up actions to define how the IVR interacts with callers.

Advanced IVR Actions​

  • Gather Input: Collect caller responses through keypad inputs.
  • Say/Play Message: Provide instructions or important information to callers.
  • Connect Call: Transfer calls to users, departments, or external numbers.
  • End Call: Disconnect calls with optional final messages.
  • Record Voicemail: Allow callers to leave messages when no one is available.

Frequently Asked Questions​

Q: What happens if a caller ends the call during an IVR workflow?
If the caller ends the call, the contact will still move to the next step, but all IVR-specific actions will be skipped. Other workflow actions, like tagging the contact or sending follow-up messages, will continue.

Q: Can I use multiple phone numbers with the same IVR workflow?
No, each phone number can only be assigned to one IVR workflow at a time.

Q: Can I connect IVR calls to external numbers?
Yes, the IVR Connect Call action allows calls to be transferred to users within the system or external numbers.

Q: What happens if a caller doesn’t respond in time?
You can configure a timeout setting in the IVR Gather action to either repeat the prompt or redirect the call to a fallback action, such as voicemail.

Q: Where Can I Find the IVR Call Recordings?
All voicemail recordings can be accessed in the Conversations tab within Stack, allowing you to review, download, and manage voicemail messages efficiently.