Deactivate/Reactivate Voice AI

Deactivate Voice AI and instead send customers to a different node or Inbox, preventing Customers from interacting with Gladly AI.

Edit the IVR to deactivate the Gladly Voice AI node

1. Click on the top left corner of the screen.

2. Click Settings.

3. Under the Channels category, click IVR.

4. Hover over the IVR you want to edit, then click .

   • To learn more about the IVR tree, see IVR Interface Overview.

5. From the IVR tree, find and select the node right before the Gladly Voice AI node. In the sample image below, it’s the Menu node.

   

6. Under the Next Node section, click the drop-down menu, then select the node to which you want to route the call instead. This could be an Exit node to route the call to an Inbox or another Menu node, where Customers are presented with additional options.

7. Click Publish to confirm and save your changes.

Reactivate Gladly Voice AI node

Reactivating the Gladly Voice AI node means allowing calls to pass through it.

1. From the IVR tree, find and select the node right before the Gladly Voice AI node. In the sample image below, it’s the Menu node.

   

2. Under the Next Node section, click the drop-down menu, then select Gladly Voice AI node, which allows calls to pass through the node again.

3. Click Publish to confirm and save your changes.