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Build an IVR flow

Availability depends on your account configuration and permissions.

Open the page

IVR > select an IVR name. IVR changes require an administrator; use a valid linked service and IVR.

Set the prompt and options

  1. The flow displays Level, Play File and rows for Option Digit, Option Action and Option Value. Choose an available audio file for the level; the selection sends immediately on change. Select One does not send a reset. Reopen the level to check whether the change was saved.
  2. Choose Add Action, enter a unique digit from 0 to 9, select Action To Perform and supply an Action Value when requested. DIAL presents a department selector. Add Action saves the option. The menu lists GOTO-SUB-MENU, DIAL, REPEAT, GOTO-BACK-MENU, GOTO-MAIN-MENU, EXTENSIONS, CALLBACK-REQUEST, CONFERENCE, VOICEMAIL, COMPLAINT, SUBIVR and HANGUP. The form requires a value for DIAL, CONFERENCE, SUBIVR and EXTENSIONS, but the dialog only shows a value selector for DIAL and hides it for other actions. Therefore the other three value-required actions cannot be relied on through this dialog; contact support.
Example: Add New Action dialog with a DIAL department
Example: Add New Action dialog with a DIAL department.
Example: IVR flow level with audio and options
Example: IVR flow level with audio and options.

Navigate and maintain

  1. A GOTO-SUB-MENU option opens another level; the interface has no action type editor or reorder control, so replacing a type requires deleting and recreating the option; Home and Back navigate levels where shown. Changing the department for a DIAL option sends an immediate update. The invalid-department response is incorrectly marked as non-error, so re-open the level and verify rather than relying on the absence of an error. Deleting an option requires confirmation and the page warns its data cannot be recovered. Deleting a submenu may not reliably remove the intended submenu or its descendants. Review dependent paths and ask support to verify the result. Reopen and inspect the flow after deletion.
  2. Upload Audio File opens audio management; Add Department opens department configuration. Example: for a support menu, digit 1 dials the Service department. Review all paths and service ownership before changing a production flow.

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