Deactivate/Reactivate Sidekick Voice

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REQUIRED USER ROLE 
Administrator
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Deactivate Sidekick Voice and instead send customers to a different node or Inbox, preventing Customers from interacting with Sidekick

Edit the IVR to add the Sidekick Voice node

High-level overview video of deactivating Sidekick Voice in the IVR

Details on deactivating the Sidekick Voice node are detailed below.

  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 .

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

    Flowchart illustrating the greeting menu and automation process for Sidekick Voice.

    Customers press “3” and enter the Sidekick

    Voice 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 Sidekick Voice node

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

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

    Flowchart illustrating the greeting menu and automation process for Sidekick Voice.

    Customers press “3” and enter the Sidekick

    Voice node

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

  3. Click Publish to confirm and save your changes.