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:
Please ensure that you have published the workflow before calling the number added to the workflow trigger
If the call ends the call at any point in the workflow - the contact will be moved to the next steps in the workflow
If the caller exits the workflow - the call is disconnected by the workflow