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Drag & Drop Call Flow

The IVR (Interactive Voice Response) Builder is a visual, drag-and-drop tool for creating automated call flows. Design how incoming calls are routed without any coding required.

Administrator Access Required

Only users with Administrator or Manager privileges can create and edit IVR flows.

Accessing the IVR Builder​

Navigate to IVR from the sidebar to open the visual flow builder.

Understanding the Canvas​

The IVR Builder displays a canvas where you design your call flow:

  • Starting Point: Every flow begins with a phone call entry point
  • Nodes: Represent actions in the call flow (play audio, Go to Queue, Hangup)
  • Connections: Lines that show the path calls take between nodes
  • Sidebar: Contains available nodes you can drag onto the canvas

Available Node Types​

Entry Nodes​

NodeDescription
StartThe starting point - represents an incoming call

Action Nodes​

NodeDescription
Play Audio or TTSPlay a recorded message or TTS greeting
MenuPresent options (Press 1 for Sales, 2 for Support)
Go to QueueRoute the call to a queue of agents if a DTMF is collected
VoicemailSend caller to leave a message
Hang UpEnd the call

Building Your First IVR​

Step 1: Add a Start Node​

  1. Drag a Start node onto the canvas.

Step 2: Add a Greeting​

  1. Drag a Play Audio node onto the canvas.
  2. Connect the Start node to the Play Audio node.
  3. Configure the greeting:
    • Select an existing audio recording, OR
    • Use AI TTS to generate audio from text

Step 3: Add Destinations​

  1. Drag Go to Queue nodes for each department.
  2. Select a Queue for each node.
  3. Select the DTMF it triggers it.

Step 5: Save and Publish​

Click Save to activate your call flow.

Connecting Nodes​

To connect two nodes:

  1. Click on the output port (small circle) on the source node.
  2. Drag to the input port on the destination node.
  3. Release to create the connection.

To delete a connection or node:

  1. Simply double-click on the connection line or the node.

Best Practices​

  • Keep Menus Short: Limit to 3-4 options per menu level.
  • Clear Prompts: Use professional, concise audio messages.
  • Always Provide an Out: Offer "Press 0 for an operator" as a fallback.
  • Test Thoroughly: Test every path through your IVR before publishing.