- 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
Dial by Extension
In any IVR widget you set up in a flow you should see an options for Dial by Extension.
If you enable Dial by Extension, it will enable callers to dial any extension they might know (or if you include extensions in the recordings, those extensions). Any valid extension number you've set up, whether that be for a Team, a Flow, or a particular Agent, will work here.
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
