IVR Flow Builder

Design interactive voice response (IVR) flows using a visual drag-and-drop interface. IVR flows allow callers to navigate through menu options, provide input via their phone keypad, and reach the right destination — all without human intervention.

Overview

The IVR Flow Builder lets you create sophisticated call handling logic without writing code. Connect different node types on a visual canvas to build complete call flows. Whether you need a simple two-option menu or a multi-level routing system with AI agent handoff, the builder provides the building blocks.

When to Use IVR vs Simple Audio

Choosing between a simple audio campaign and an IVR flow depends on the interaction you need:

Node Types

Each node type serves a specific purpose in your flow. Drag nodes from the palette onto the canvas and connect them in sequence.

Node Configuration Details

Speech Node: You can mix audio files and TTS within a single speech node. For example, play a pre-recorded greeting followed by dynamically generated content (e.g., “Hello” + TTS(customerName) + “your balance is” + TTS(amount)).

Gather Node: Configure a retry prompt that plays if the caller does not press a key within the timeout period. Typically allow 2–3 retry attempts before routing to a fallback or ending the call. Gather nodes support condition mapping for branching based on caller input.

Transfer Node: Set a ring duration (default 30 seconds). If the destination does not answer within that window, the flow can route to a voicemail message or another fallback.

Building an IVR Flow

Step-by-Step

1. Navigate to IVR from the sidebar.
2. Click Create Flow.
3. Enter a Flow Name that describes the purpose (e.g., “Customer Support Menu”) and an optional Description.
4. Drag nodes from the palette onto the canvas. Start with a Speech node after the Trigger for the welcome message.
5. Configure each node by clicking on it and filling in the settings panel on the right.
6. Connect nodes by dragging from a node’s output handle to the next node’s input handle.
7. For branching logic, configure condition mappings on your Gather node and ensure a default path is set.
8. Save the flow. The system validates connectivity and flags any nodes with missing configuration.
9. Use the Preview mode to simulate the flow and test key-press behavior before deploying.

Flow Design Patterns

Pattern 1: Customer Support Menu

Trigger → Welcome Message → Gather Input
  ├── Press 1 → Transfer to Sales Team
  ├── Press 2 → Transfer to Support Team
  ├── Press 3 → Play Business Hours → End Call
  └── Default → Retry (max 2) → Hangup

Use when: You need to route callers to different departments based on their needs. This is the most common IVR pattern.

Pattern 2: Information Hotline

Trigger → Play Intro → Gather Input
  ├── Press 1 → Play Info Message 1 → Return to Menu
  ├── Press 2 → Play Info Message 2 → Return to Menu
  ├── Press 3 → Play Info Message 3 → Return to Menu
  └── Press 9 → Hangup

Use when: Callers need to browse through information options, such as an event schedule, product catalog, or service status updates. Include a “Return to Menu” option so callers can select multiple items without redialing.

Pattern 3: Automated Survey

Trigger → Intro Speech → Gather (Rating 1-5)
  ├── Valid input → Store Response → Next Question → ... → Thank You → End
  └── Invalid input → Retry Prompt → After 3 retries → Skip → Next Question

Use when: Collecting structured feedback after a service interaction. Keep surveys short (3–5 questions) to maintain completion rates.

Pattern 4: AI Agent Handoff

Trigger → Welcome → Gather
  ├── Press 1 → AI Agent (General Inquiry)
  ├── Press 2 → AI Agent (Account Support)
  └── Press 9 → Transfer to Human Agent

Use when: Common queries can be handled by AI, but callers should have a path to a human agent for complex issues. Set a fallback transfer if the AI agent cannot resolve the query.

Best Practices for Prompt Design

• Be concise and directive. Use phrases like “For Sales, press 1” instead of “If you would like to speak with our sales department, you may press the number 1 key on your telephone keypad.”
• Limit menu options to 5 or fewer per level. Cognitive load increases with each option. If you need more options, use nested sub-menus.
• Always state the action before the key. “Press 1 for Sales” is clearer than “Sales — press 1.”
• Include a repeat option. Always offer “Press 9 to repeat these options” so callers who miss choices can listen again.
• Use consistent voice and tone. If using TTS, stick to one speaker voice throughout the entire flow. Mixing voices disorients callers.
• Provide an exit path. Always include an option to speak with a representative or end the call. Trap-less flows frustrate callers.
• Handle timeouts gracefully. If a caller does not press a key, play a gentle reminder and offer the options again before ending the call.

Performance Considerations

Limitations

• Execution model: Campaigns dial recipients based on the campaign’s dialing settings — Concurrent Calls (parallel dials) and CPS (calls initiated per second). Both default to 1 (sequential).

Related Articles

• Voice Campaigns
• Voice Features Overview
• Audio Library
• TTS Generator
• XML Template Builder
• Conversational AI