Articles on: Voice (IVR)

IVR Flow Split Actions

The Split Actions available within a voice workflow vary slightly from standard messaging Split Actions to conform to the keypad input method.

Menu Selection

The Wait for Menu Selection action allows you to provide up to 10 menu options to your contacts.

E.g. "To make a deposit press 1, to add or update card details press 2, to cancel last deposit press 3, to speak with a representative press 4, to replay this message press 5."

Simply type the name of the menu option in each blank space, like the example below:

Note that if you want to reference the result later, be sure to give the result a name. You will use @results.[results name] to reference this. In the example above, that result is @results.menu_one.

Wait for Multiple Digits

The Wait for Multiple Digits action allows you to collect information from a contact such as an ID number, serial number or phone number followed by the # symbol to indicate the end of the input.

E.g. "Please enter your member ID number followed by the # symbol."

You can select the rule that corresponds with the format of the information you desire to collect. If the code you're collecting must start with a particular number, you can elect the starts with response rule to match that particular number.

Wait for Audio

The Wait for Audio action allows you to record a message from a contact. The contact will hear a short beep, indicating they can speak.

Voice responses can be played:

From the results page accessed within the flow editor ☰ menu icon.

By clicking the phone icon next to the Made a recording events listed within each contact's profile page:

Note that your contacts' voice recordings will be stored in your flow results exports as links, which you can listen to by placing them in your web browser's address bar and pressing enter.

Updated on: 14/12/2021

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