Smartflows Widgets - The IVR Widget

Use this widget to configure a menu of options the caller can go through depending on their needs. The caller will listen to an audio message that will indicate which keypad buttons the caller will have to press in order to go through a specific option.

This widget is useful to qualify calls so they can be directed to the best person or team to handle it. For example: direct the caller to the Support team, or to a Sales agent.

Add or delete new IVR options (branches) directly within the canvas by hovering over the dots placed between branches, and clicking on the “+” icon that will appear:

There are some common settings that will apply to all branches of the IVR widget:

• Message setting: Configure the audio that the users will listen to when arriving to this step. As with other audio options, you are able to upload a file, use text to speech, or record a file.

• IVR title (optional): In this field, you can set a name for this widget.

  • Adding a descriptive name will help you to identify what this widget does in the flow without having to click on it.

  • Please note that this is an optional configuration, which means that your flow could be published without this widget’s name.

There are other options that can be configured at the branch level, and that will only affect the steps of that branch:

• Branch title and key: Set the name of the branch, and which keypad number it is represented by.

• What happens when there is no input from the caller, or the caller’s input is invalid: You can enable the message to be repeated when the caller does not press a key, or when they press a key that is not configured. You can also configure how many times the message can be repeated upon an invalid or incorrect caller’s input, and configure a separate message that plays for your customer after the set number of incorrect inputs. The caller will have 3 seconds to make a selection after the IVR message is played, before it is considered as no input. 

• ⚠️ Please note: If an audio widget or a voicemail widget is not added to the No or Wrong Input leg of the IVR, there will be an error warning in the upper right corner.  This leg will not be used, which will cause routing issues.

• You can also add a new branch to configure a different flow:

• ⚠️ Please note: The Ring to widget should be added in the Time Rule section on the IVR instead of above the Call ends section to allow agents to receive calls in the specified hours