Set up IVR handling

Your outbound assistants may encounter IVRs (interactive voice responses) when making calls. For example, they may be asked to press a certain number to be connected to the sales department.

You can set up custom actions to handle IVRs and configure them for one or multiple agents.

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Note:

This feature is still in beta. For now, it only works for DTMF input (based on pressing digits), not vocal IVR trees.

Create a new IVR prompt

1. Go to Assistants on the navigation sidebar.
2. Select the assistant you want to be able to handle IVRs.
3. Click Actions on the left-hand sidebar.
4. Click Add action > IVR.
5. Click Create IVR.
6. Click Create action.
7. Choose a name for your IVR action. Enter a prompt describing where your assistant should try to navigate. For example, 'connect to the sales department'.
8. Click Save & Attach to save the IVR and attach it to the assistant you selected.

Add an existing IVR prompt

If you have already created an IVR prompt, you can add it to multiple assistants.

1. Go to Assistants on the navigation sidebar.
2. Select the assistant you want to be able to handle IVRs.
3. Click Actions on the left-hand sidebar.
4. Click Add action > IVR.
5. Check the box next to the IVR you want to add and click Add action.