IVR Workflows
  • 29 Nov 2023
  • 4 Minutes to read
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IVR Workflows

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Article Summary

Dialpad's Interactive voice response (IVR), is an automated telephone menu system that delivers dynamic, layered voice responses to customers.
Contact Center Supervisors and Admins can create customized flows to create a personalized experience for their clients, and get granular on specific customer painpoints. 
The best part? There’s no coding involved and workflows can be created in minutes!

Let's dive into the details. 

Who can use this feature

IVR Workflows are available to Dialpad Users on all plans and licenses.

Self-enablement is available for companies located in the USA, Canada, and Mexico. Companies in all other locations must contact Customer Support to enable this feature. 

Benefit of IVR workflows

IVR systems allow you to customize the customer experience in real-time by:

  • Collecting crucial user information (booking numbers, account numbers, etc)
  • Accessing CRM or other systems through APIs
  • Identifying the caller
  • Creating unique routing and behavior according to the individual caller’s needs

This enables more efficient use of Agents and, in some cases, even allows the customer to resolve their question through self-service.

IVRs do not replace the need for a live agent, but they improve customer satisfaction while freeing Agents available to handle complex inbound calls. Not only that, they provide a self-service option that can be accessed outside of business hours. 

Workflow steps

Dialpad's bespoke IVR steps allow you to guide your callers through personalized steps, using your voice and verbiage, ensuring the menu selection is on brand with your product.  Add as many IVR workflows as you require, and edit them anytime!

Workflow options include:

  • Menu - Plays the menu prompt and collects the caller's menu choice
  • Collect - Collects DTMF input (great for collecting account numbers, pins etc)
  • Play - Plays audio file prompts
  • Go-to - Moves the caller to another IVR Workflow or step inside the current workflow
  • Transfer - Transfers the call to another Office, Department, User, or phone number
  • Hang-up - Ends the current call
  • Branch - Evaluates a variable (system or workflow specific) for a condition and proceeds down a different path based on the result
  • Expert - Performs API calls, logic decisions, variables, and other advanced operations
    • Expert flows must be enabled by our Professional Services team. Please reach out to your Customer Success Manager for more information

Learn more about each IVR step in this Help Center article.

Enable IVR Workflows

First things first, IVR Workflows must first be enabled at the Company level. 

Self-enablement is available for companies located in the USA, Canada and Mexico. Companies in all other locations must contact Support to enable this feature. 

To enable IVR workflows from your Admin Portal:

  1. Navigate to Company Settings
  2. Select IVR workflows
  3. Slide the toggle to Enabled

Once enabled, you can create a Standard IVR Workflow.

Create an IVR Workflow

To create an IVR workflow, head to your Admin Settings at Dialpad.com 

  1. Select IVR Workflows 
  2. Select Create Workflow
  3. Name your workflow
  4. Select the desired actions and transfers 
  5. Select Publish (or Save, if you'd like to save a draft)

IVR_Diagram.png

Tip:
Click and hold your mouse to move (drag) the workflow diagram across your screen. You can also zoom in and out using the preview on the bottom right.

Assign an IVR Workflow

Once an IVR workflow has been published, you need to assign it to an Office, Department, or Contact Center.

Head to your Admin Settings at Dialpad.com

  1. Select the desired Office, Department, or Contact Center 
  2. Select Business Hours and Call Routing
  3. Navigate to Call Routing
  4. Select Edit Call Routing
  5. Choose Open Hours Routing or Closed Hours Routing
  6. Select Other Routing Options
  7. Select To an IVR Workflow
  8. Select the desired IVR Workflow

IVR_routing.png

Once an IVR is assigned, you'll see the number of Entry Points appear beside each IVR workflow. 

Edit an IVR Workflow

To edit an IVR workflow, head to your Admin Settings at Dialpad.com 

  1. Select IVR Workflows 
  2. Click the more menu beside the workflow you want to delete
  3. Select Edit
  4. Make the desired changes
  5. Select Save to save your changes
  6. Select Publish to push your edits live to connected numbers

Save vs Publish
Save allows you to work on an IVR flow and save the changes without activating them. This is especially useful if you would like a colleague to review the updated flow. Clicking Publish pushes the changes live to all connected numbers.

Copy an IVR Workflow

Save time by copying an existing IVR Workflow. 

To copy an IVR Workflow, head to your Admin Settings from Dialpad.com

  1. Navigate to IVR Workflows
  2. Select the Options menu beside the IVR Workflow you'd like to copy
  3. Select Copy
  4. Name your new IVR Workflow
  5. Select Copy

IVR entry points

Easily see where IVR workflows are connected by the Entry Points indicator.

Here you'll see the number of targets each workflow is attached to — click on the number to see the list, and click on a target item to see it's page.

Delete an IVR Workflow

To delete an IVR workflow, head to your Admin Settings at Dialpad.com 

First, you’ll need to remove any connected numbers from the IVR Workflow.

  1. Select the desired Office, Department, or Contact Center that is currently assigned to the IVR Workflow you need to delete
  2. Select Business Hours and Call Routing
  3. Navigate to Call Routing
  4. Select Edit Call Routing
  5. Choose Open Hours Routing or Closed Hours Routing
  6. Change the routing option to something other than IVR workflows. 

Next, return to IVR Workflows from your Admin Settings.

  1. Select IVR Workflows 
  2. Click the more menu beside the workflow you want to delete
  3. Select Delete
  4. Confirm deletion

Note:
 Deleting a workflow cannot be undone.

Fallback options

Use a fallback action to route callers to an alternate line in the rare event that a step in your workflow becomes unresponsive.  

To set a fallback action, head to your Admin Settings from Dialpad.com

  1. Select the desired Contact Center, Department, or Office
  2. Select Advanced Settings
  3. Navigate to IVR Workflows Fallback Action
    • You'll only see the Fall Back Action option for Contact Centers, Departments, and Offices that already have an IVR workflow configured.
  4. Choose the desired fallback option
    • Voicemail: Sends the caller to the Contact Center's voicemail
    • Operators: Sends the caller to Operators
    •  Contact Center / Department / Offices: Sends the caller to a specific Contact Center, Office, or Department
    • Team member: Sends the caller to a specific team member
    • Room phone / external number: Sends the caller to a specific room phone or number

Learn more
Be sure to review our FAQ page for more information on IVR workflows. 







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