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IVR Workflow Actions

IVR (Interactive Voice Response) Workflow Actions enable you to automate and customize telephone interactions with your customers. These actions help you build sophisticated phone systems that can gather information, route calls, and provide service without manual intervention.

Available Actions​

  • Connect Call: Connect callers to specific departments or team members
  • End Call: Terminate a call within an IVR workflow
  • Gather Input on Call: Collect responses from callers during phone interactions
  • Say/Play: Play audio messages or text-to-speech content to callers
  • Record Voicemail: Allow callers to leave voice messages

Use Cases​

  • Create customized greeting messages based on caller information
  • Build interactive phone menus with multiple options and levels
  • Collect survey responses via phone interactions
  • Provide account information through secure automated systems
  • Route callers to the appropriate department based on their input
  • Create after-hours messaging and escalation procedures
  • Implement callback systems for high call volume periods
  • Verify caller identity through secure input collection

Key Features​

  • Dynamic Content: Personalize messages based on caller data
  • Conditional Routing: Direct calls based on specific criteria or inputs
  • Queue Management: Handle multiple calls efficiently with customizable queues
  • Data Integration: Connect phone interactions with your CRM and other systems
  • Analytics: Track call metrics and interaction patterns
  • Multi-language Support: Create IVR experiences in multiple languages
  • Voice Recognition: Process natural language inputs from callers

IVR Workflow Actions help you create professional, efficient phone systems that enhance customer experience while reducing the manual workload on your team, ensuring consistent service even during high call volumes.