Configure IVR menu

Interactive Voice Response (IVR) interacts with callers on your behalf and gathers their information via key press. Multiple options can be configured and the call can be routed to users based on the inputs received.

For example, let's assume you're setting up IVR for an ecommerce platform's support agents. You can make it look something like this:

Keypress: 1 - Choose order

Keypress: 1 - Order ID 324

Keypress: 1 - Track order
Keypress: 2 - Cancel order

Keypress: 2 - Order ID 347

Keypress: 1 - Track order
Keypress: 2 - Cancel order

Keypress: 2 - Refund cancelled order
Keypress: 3 - Speak to an agent

Depending on the caller's choice, the call will be redirected to the relevant team.

To configure IVR menu:

Configure incoming call routing for a number.
Enter the number under KeyPress and enter the message to be read out to the caller under Menu.
Under Action, choose Configure IVR Menu to add another level of automated responses, or choose Assign User to route the call to the required user.
Configure the remaining settings, then click Save.

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