IVRs

With this guide you will learn how to create and configure IVRs in uContact to automate phone service to your customers in an easy and effective way. IVRs are used to create interactive voice menus on the Telephony channel. Let's get started!

What are IVRs?

IVRs are automated systems that allow you to create interactive phone menus. Customers can navigate options using their phone keypad, allowing you to provide self-service, direct calls to the correct department, or collect information before connecting with an agent.

IVR Types

• IVR: Standard IVR with a full visual flow editor.
• IVR Function: Reusable logic block that can be called from other IVRs or Bots.
• Simple IVR: Simplified IVR with basic configuration for simple use cases.

How to Create an IVR?

Creating an IVR is very simple! Here's how to do it.

1. First, access the Administrator Menu, go to the Automations module, and then to IVRs.

Once here, click the New button in the upper right corner.

2. A pop-up will appear where you must enter the basic information to create the IVR. Below is an explanation of each field.

• Name: the unique name that identifies the IVR. Use descriptive names that indicate its purpose (e.g., "IVR_Main_Menu", "IVR_Customer_Service").
• Type: the type of IVR to create — either IVR, IVR Function, or Simple IVR.
• Description: optionally, you can add a detailed description to document the purpose and behavior of the IVR.

3. Once created, you can access the Flow Editor where you will design the IVR's logic using visual nodes such as play audio, capture user input, route calls, execute actions, and more.

Flow Editor

IVRs use a visual flow editor that allows you to design the automation logic intuitively through nodes that connect to each other.

Main Components

• Nodes: Represent specific actions (play audio, capture input, validate data, etc.).
• Connections: Lines connecting nodes that define the conversation flow.
• Variables: Store customer or conversation information to use throughout the flow.
• Conditions: Allow you to create branches in the flow based on user input or system data.

Most Used Nodes in IVRs

• Play audio: Plays a pre-recorded audio to the customer.
• Capture input: Captures the digits pressed by the user on the phone keypad.
• Transfer: Transfers the call to an agent or another campaign.
• Condition: Evaluates conditions to direct the flow through different paths.
• Variable: Saves or modifies values in variables for later use.
• API: Makes calls to external services to retrieve or send information.
• End: Ends the call.

IVR Activation

Once you have designed your IVR's flow, you must activate it (put it into production) so it can be used in your campaigns.

How to Activate?

1. Access the IVR list from the Automations module.
2. Click on the IVR you want to activate.
3. Inside the editor, find the Activate or Put into production button.
4. Confirm the activation.

Once activated, the IVR will be available to be configured in the Telephony channel of campaigns.

Associate an IVR with a Campaign

Once your IVR is activated, you must associate it with the Telephony channel in a campaign for it to start working.

Steps to Associate an IVR

1. Access the Campaigns module.
2. Edit the campaign where you want to use the IVR.
3. Click on the Telephony channel.
4. In the channel configuration, select the IVR you want to use in the corresponding field (for example, in "Inbound IVR").
5. Save the changes.

Version History

All changes made to IVRs are recorded in a version history, allowing you to:

• See who made changes and when.
• Compare previous versions.
• Restore a previous version if necessary.

How to Access the History?

1. In the IVR list, click the History icon (clock icon) of the IVR you want to review.
2. A window will open with all saved versions.
3. You can view the details of each version and restore it if needed.

Important Considerations

Key points to keep in mind

• Activation required: IVRs must be activated (put into production) before they can be used in campaigns.
• Test before activating: Always test your flows in a development environment before activating them in production to avoid negative impacts on customer service.
• Clear naming: Use descriptive names that clearly indicate the IVR's purpose (e.g., "IVR_Main_Menu", "IVR_Tech_Support").
• Documentation: Use the description field to document the purpose and behavior, making future maintenance easier.
• Version history: All changes are recorded. You can restore previous versions at any time.
• Reusable functions: Use IVR Functions to create reusable logic blocks that you can call from multiple IVRs.
• Variables: Use variables to store and reuse customer or conversation information throughout the flow.
• Validations: Always validate user input to handle errors and provide a better experience.
• Fallback to agent: Always include an option to transfer to a human agent when the IVR cannot resolve the query.
• Clear audio: Use professional, clear voices for audio recordings. Keep messages concise and specific.
• Limited options: Do not offer more than 5 options in the same menu to avoid confusing the customer.
• Repeat option: Always include an option to repeat the menu in case the customer did not understand.

Frequently Asked Questions

What is an IVR Function?

An IVR Function is a reusable logic block that you can create once and call from multiple IVRs. This allows you to keep common logic in a single place, making maintenance easier and avoiding duplication.

Can I test an IVR before activating it?

Yes, the flow editor includes testing tools that allow you to simulate the IVR's behavior before activating it in production. You can also create test campaigns to validate the full functionality.

How can I see the changes made to an IVR?

Access the History of the IVR from the list. There you can see all saved versions with date, the user who made the change, and you can restore previous versions if necessary.

Do IVRs consume licenses?

No, IVRs do not consume licenses. Only activated Bots consume Bot licenses.

Can I copy an existing IVR?

Yes, from the IVR list you can use the Copy option to create an exact copy of an existing IVR. This is useful when you want to create a variation of an existing flow without starting from scratch.

What is a Simple IVR?

A Simple IVR is a simplified version of the standard IVR with basic configuration, designed for simple use cases where a full flow editor is not required. It is ideal for simple menus with few options.

What format should audio files be in for the IVR?

Audio files must be in a format compatible with the telephony system (generally WAV or MP3). A sampling rate of 8 kHz is recommended for telephony, and a normalized volume should be maintained to ensure clarity.

Can I use the same IVR in multiple campaigns?

Yes, IVRs are global and can be configured in multiple campaigns. You just need to select them in the Telephony channel configuration of each campaign where you want to use them.

What happens if I deactivate an IVR that is in use?

If you deactivate an IVR that is configured in one or more campaigns, it will stop working immediately in all of them. Incoming calls will not be handled by the IVR and will go directly to the agent queue or follow the alternative flow configured.

How can I capture customer information in the IVR?

Use the Capture input node to ask the customer to enter information using the phone keypad. Then, store this information in variables for later use in the flow or to pass it to the agent when the call is transferred.