How to Setup IVR (Interactive Voice Response) using a Workflow

Interactive Voice Response (IVR) systems automate caller interactions through voice prompts and keypad inputs. With IVR, businesses can efficiently handle incoming calls, provide information, route calls to the appropriate department, and collect customer feedback.

Getting Started:

• Available only for LC Phone customers
• Use the "IVR" Workflow Recipe for a head start
• Log in to Referins platform and navigate to the Automation section.
• Create a new workflow or edit an existing one.

Setting Up the IVR Workflow:

• Choose the Input Trigger: Select the IVR trigger from the available options.
• Map Phone Number: Assign a unique phone number to the IVR workflow, ensuring it is exclusive to Referins customers.
• Save the Trigger settings.
• Please note once a phone number is mapped to an IVR workflow, it cannot be mapped to any other IVR workflow
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Creating IVR Actions:

• Record Voicemail Action:
  • Enable callers to leave personalized voicemails.
  • Configure settings such as recording duration and stop options.
  • Specify where to find the voicemail recordings for easy access.

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

• Say/Play Action:
  • Play pre-recorded messages or use text-to-speech technology.
  • Customize message content and loop options for emphasis.

• IVR Gather:
  • Collect user input via voice prompts and keypad responses.
  • Guide callers through options and personalize interactions.
  • Set conditions for gathering input and define response timeouts.

Match Conditions Added to IVR Gather Step:
How to Use:

1. Access the Gather Step: Begin by accessing the Gather step in your IVR setup. This step is where you prompt callers with options to select from using keypad inputs.
2. Enable Match Conditions: Within the Gather step, enable the match conditions feature. This functionality allows you to specify different actions based on the keypad inputs pressed by callers.
3. Define Branches: Once match conditions are enabled, define the branches corresponding to each keypad input. For example, you can assign actions like "press one for sales," "press two for support," and so on.

1. Set Key Press Operations: Specify which keypad inputs correspond to each branch. This step ensures that the IVR system accurately routes callers based on their selections.
2. Handle Non-Branch Responses: Determine the action to take if a caller doesn't select any specific option. This could involve providing a default message or redirecting the caller to a general support queue.
3. Simplify Workflow: With match conditions, the need for complex if-else conditions is eliminated, streamlining the IVR setup process. The visual representation of branches makes it easier to understand and manage the IVR flow.

Configuring IVR Logic:

• Utilize Conditional Logic:
  • Set up branching paths based on user input.
  • Define specific actions for different keypad responses (e.g., "Press 1 for sales, Press 2 for support").

IVR Connect Call:

Effortless Merging: Merge calls easily to connect clients to the right resources promptly.

User Selection: Choose a user from the dropdown with a phone number or add a custom phone number.

Account Use: Useful for connecting calls in an IVR on a different account

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Configuration:

Connect Call To: Define destinations quickly to ensure callers reach the appropriate department or individual.

Timeout: Reduce wait times for callers, providing a responsive experience.

Time Limit: Customize conversation durations to balance thorough support with efficient interactions.

How to Use the IVR Inbound Calls Forwarding Feature

You can also forward IVR inbound calls to web and mobile applications, enhancing your business communication. For Referins Phone customers, leveraging the "IVR" Workflow Recipe, initiate your IVR system, configure call forwarding options, and utilize actions like recording voicemails, playing messages, gathering inputs, and conditional logic to create personalized and efficient communication paths. This integration enhances the user experience, allowing you to manage incoming calls across multiple channels effectively.

1. Forward IVR Inbound Calls to Web or Mobile App:
   • Go to Settings > My Staff.
   • Select the team member you want to configure.
   • Click Edit > Call & Voicemail Settings.

• Under “Forward Calls to”, choose your preferred channels (Web App, Mobile App, or My Phone Number).

1. Set Default Channel for Ring All:
   • Go to Settings > My Staff.
   • Select the team member you want to configure.
   • Click Edit > Call & Voicemail Settings.
   • Choose the desired channel under Default Channel for Ring All (Web App, Mobile App, or My Phone Number).

1. Set Default Channel for IVR:
   • Go to Settings > My Staff.
   • Select the team member you want to configure.
   • Click Edit > Call & Voicemail Settings.
   • Under Default Channel for IVR, select the preferred channel (Web App, Mobile App, or My Phone Number).

Business Example:

Imagine setting up an IVR system for a Hair Salon:

• Input Trigger: Caller dials the salon’s exclusive hotline.
• IVR Gather: Caller selects desired treatments (e.g., massages, facials).
• Say/Play Action: Caller hears about available services.
• IVR Connect Call: Caller is connected to a salon coordinator to customize their spa experience.

Tips for Better Setup:

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

FAQs 

1. What is an IVR system, and how does it benefit my business?
An Interactive Voice Response (IVR) system automates caller interactions through voice prompts and keypad inputs. It helps businesses efficiently manage incoming calls, provide information, route calls to appropriate departments, and gather customer feedback, ultimately enhancing customer satisfaction and operational efficiency.

2. How do I create an IVR workflow in the Referins platform?
To create an IVR workflow, log in to the Referins platform, navigate to the Automation section, and either create a new workflow or edit an existing one. Select the IVR trigger, map a unique phone number for your IVR, and save the trigger settings.

3. Can I customize the messages played during the IVR interaction?
Yes, you can customize messages using the Say/Play action. You can either record your own messages or use text-to-speech technology. You can also set looping options to emphasize specific information.

4. What happens if a caller doesn't make a selection during the IVR interaction?
You can configure the IVR to handle non-branch responses by providing a default message, redirecting the caller to a general support queue, or prompting them to try again. This ensures that every caller receives assistance regardless of their input.

5. How can I use match conditions in the IVR Gather step?
Match conditions allow you to define specific actions based on keypad inputs during the Gather step. After enabling this feature, you can create branches for each input (e.g., "Press 1 for sales") and specify what action to take based on the caller's selection, simplifying the workflow and enhancing the caller experience.