IVR Workflow Templates

Use one of Dialpad’s IVR workflow templates to streamline the workflow creation process. Not only do templates save valuable admin time, but they also ensure a consistent, customer-friendly experience that can be customized to fit your business needs. 

Let’s dive into the details. 

Template types

Dialpad offers 3 unique IVR workflow templates:

• Standard menu
• Called number segmentation
• Caller ID segmentation 

Each template is fully customizable; you can add other menu options, change the prompts or choices, and even remove a transfer and add other menu options for a multi-tier IVR tree.

Let's take a look at each template.

Standard menu template

The standard menu template is a menu-based workflow that presents multiple options to callers. This template lets you route callers to different locations based on their selected menu option. 

The standard menu template is ideal for providing your callers with multiple options to connect to various people, departments, call centers, or other areas of your organization. 

This template comes with the following media files:

• Please select option: Asks the caller to select a menu option.
• One moment please: Informs the caller of a slight delay. 

Called number segmentation template

The called number segmentation template routes callers to different destinations based on their calling number. The workflow will perform a direct transfer based on each number, or combine it with a menu step to provide multiple options based on each called number. 

The called number segmentation template is ideal when you want to direct certain numbers to a specific team or action. For example, sending calls from 1-800 numbers directly to voicemail.  

This template comes with the following media file:

• One moment please: Informs the caller of a slight delay. 

Caller ID segmentation template

The caller ID segmentation template performs different routing options based on the caller ID. This workflow checks the caller ID for specific numbers (or parts of a number) and then directs them according to the configured routing options. 

The caller ID segmentation template is ideal for performing actions based on a specific phone number, or part of a phone number. For example, you can route a caller based on his or her area code to send to a specific regional office. 

This template comes with the following media files:

• Please select option: Asks the caller to select a menu option.
• One moment please: Informs the caller of a slight delay. 

Create a workflow from a template

To create an IVR workflow from a template, head to your Admin Portal from Dialpad.com 

1. Navigate to IVR workflows 
2. Select Create workflow
3. Name your workflow
4. Each workflow name must be unique
5. Select the + icon 
   
6. Navigate to Start from template
   
7. Select the desired template
8. Select Create
9. Review the workflow and make any edits
10. To edit a step, select Options, then  Edit
11. Select Publish workflow

Frequently asked questions

Can I add additional steps to an IVR workflow template?

Absolutely! Templates are a time-saving tool — they can edited just like traditional IVR workflows. 

Templates can be edited anytime, you can customize routing options and numbers, disconnect, reconnect, and delete steps as needed. 

Can I change the media files in a template?

Templates come with two pre-loaded media files, but you don’t have to use them. Record or update your own media file when editing the workflow step. 

Can I use a template more than once?

Yes, you can use a template as often as you like, just remember each IVR workflow must have a unique name.