Questions about IVR workflows? Don't worry, we've got you covered.
Let’s go over common questions about Dialpad's IVR Workflows.
Are IVR Workflows PCI compliant?
No. IVR workflows are currently not PCI compliant.
Are IVR Workflows HIPAA compliant?
Yes! Check out this Help Center article for more details about HIPAA.
Is there a maximum number of steps we can use in an IVR menu?
Yes, the maximum number of steps is 70. To manage larger use cases more easily, we suggest dividing your application into separate functional workflows and using the Go-To step to reference other functional areas.
Why isn’t Operator Fallback working?
Operator Fallback only works if all operators are off-duty. It will not activate if the hold queue is full or the operator misses a call.
Can admins edit and delete any IVR workflows, or only the ones they create?
Administrators have full access to all IVR workflows created for their company. However, an IVR workflow can only be deleted when the IVR has no entry points.
Why don't I see the option for IVR Workflows?
Dialpad must first enable IVR Workflows at the company level. Self-enablement is currently available only for North American companies; if you don't see the self-enablement option, please reach out to your Customer Success Manager or contact Support to turn on this feature.
Can multiple IVR workflows be assigned to a single Office, Contact Center or Department?
You can only apply one IVR workflow at a time. However, you can call multiple IVR workflows based on your workflow conditions (ex, using the Go To option).
You can also choose a different IVR for your open and closed routing options.
Are there any analytics for IVR workflow performance?
Phone number and routing analytics are available now. Call flow analytics are coming soon.
What happens when a call fails?
When a call fails, the caller is transferred to the default setting, which is voicemail.
You can set a fallback option for each IVR step to control where callers will be sent in case of a call failure.
Why don’t I see the IVR Workflows menu on my Office Settings?
Only Office and Company Admins can configure IVR Workflows.
Why aren't my changes live?
When editing an IVR workflow, you must press Publish to push changes live.
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 take a look at the updated flow.
Is there a cost for IVR Workflows?
Your Dialpad plan includes standard IVR workflows. However, if you need Expert Mode for advanced API calls, CRM integrations, notifications, and other extended features, you must invest in additional professional services. Contact your CSM or our Sales team for more information.