How to Setup an Automated IVR Phone Directory

Go to app.topline.com

1. Click "Marketing"

Navigate to the "Marketing" section on the left side menu.

2. Click "Workflows"

Access to the Worflows option on the Marketing Tools menu.

3. Click "Create Workflow"

Select the Create Workflow option to start the process.

4. Click "Start from Scratch"

Select the Start from scratch option from the dropdown menu.

5. Click "Add New Trigger"

Select the Add New Trigger option to visualize the trigger.

6. Select "Start IVR Trigger"

Select this option from the trigger options.

7. Workflow Trigger

All the trigger option will appear in this view.

8. Add Phone Number

Select the designated phone number for your workflow.

9. Click Add Action

Click on the + button to add a new action to the workflow.

10. Select "Record Voicemail"

Look for the Record Voicemail option on the action menu and select it.

11. Voicemail Settings

Enable callers to leave rich voicemails tailored to your brand.

12. Stop Recording After (Seconds of Silence)

Craft the perfect pause for thoughtful messages.

13. Stop Recording on Keypress

Give callers control, allowing them to end recording seamlessly.

14. Max Recording Length(Seconds)

Define the voice message duration, ensuring clarity and impact.

15. Click "Save Action"

Save the action settings by clicking on Save Action.

16. Add New Action

Click on the + icon to add a new action to the workflow.

17. Select "Say/Play Message"

On the actions menu, click on the Say/Play Message option.

18. Say/Play (IVR) Settings

A window will appear with all the action settings.

19. Say or play Message

Effortlessly switch between custom text and uploaded audio files, tailoring every interaction.

20. Number of Loops

Fine-tune repetition for emphasis and comprehension.

21. Click "Save Action"

To continue adding actions, click on Save Action.

22. Add New Action

Select the + icon to add a new action to the workflow.

23. Select "Gather Input On Call"

Look for the Gather Input on Call option from the action menu.

24. Gather Input On Call (IVR)

A window will appear will all the settings related to that action.

25. Say or Play Message

Guide callers through options with precision, fostering confident choices.

26. Text to Say

Personalize interactions, ensuring callers feel valued and understood.

27. Number of Loops

Adjust repetitions, aligning with your audience's pace.

28. Click "Match conditions"

Click on the Match Conditions button to see conditional options.

29. Conditional Logic

IVR Gather enables user input collection via Keypress, followed by specific actions or branching paths. By utilizing the 'IF Condition' feature and selecting IVR Gather, you can establish distinct logic for different key presses. For instance, 'Press 1 for service details' and 'Press 2 to book an appointment.' Each key press triggers specific branches, guiding callers seamlessly to the next step based on their input.

30. Click "Advanced Settings"

Select this option to visualize more settings.

31. Stop Gathering After (Seconds)

Strike the perfect balance between user input and efficient call flow.

32. Click "Save Action"

Save the action configuration by clicking on Save Action.

33. Add New Action

Click on the + icon to add a new action to the workflow.

34. Select "Connect to Call"

Look for the Connect to Call option and select it.

35. Connect Call (IVR)

Merge calls effortlessly, connecting your clients to the right resources promptly. You can either select a user from the dropdown who has a phone number or can simply choose to add a custom phone number, which is particularly useful when you would want to connect a call in an IVR on a different sub account.

36. Connect Call To

Define destinations swiftly, ensuring callers reach the right department or individual.

37. Timeout (Seconds)

Empower your callers by minimizing wait times, delivering a responsive experience.

38. Time Limit (Seconds)

Tailor conversation durations, balancing thorough support with streamlined interactions.

39. Click "Save Action"

Save your action by clicking on Save Action.

Considerations to bear in mind

1. Please ensure that you have published the workflow before calling the number added in the workflow. 
2. If the call ends the call at any point in the workflow - the contact would be moved to the next steps in the workflow
3. If the caller exits the workflow - the call is disconnected by the workflow