Building IVR flows

The IVR flow editor works like the chatbot flow builder but for voice calls.

Creating an IVR flow

1. Go to Chatbot → IVR Flows → New Flow
2. The visual editor opens with a canvas
3. Drag nodes from the palette onto the canvas
4. Connect them to define the call routing

IVR-specific nodes

Play Message

• Enter text (converted to speech via TTS)
• Or upload a pre-recorded audio file
• Set language and voice

DTMF Menu

• Define options (1-9, 0, *, #)
• Each option connects to a different path
• Set timeout (how long to wait for input)
• Set invalid input message

Transfer to Agent

• Route to specific agent or team
• Play hold music while waiting
• Set timeout for no-answer

Record Message

• Record caller's voicemail
• Set max duration
• Store recording for later review

Example IVR tree

Greeting: "Welcome to AIsoule. Press 1 for Sales..."
├── 1 → Sales Team (round-robin)
├── 2 → Support Team (load-balanced)
├── 3 → Play business hours message
└── 0 → Transfer to any available agent

Tips

1. Record professional greetings — Or use TTS for quick setup
2. Keep it under 3 levels deep — Don't make callers navigate a maze
3. Test with real calls — Verify audio quality and routing
4. Update regularly — Change greetings for holidays/promotions