Operational

You may want to make an IVR inactive if you're no longer using an IVR for any phone number or queue experience. This effectively deactivates and prevents the IVR from being used. IVRs that are not linked to any phone number as an Initial or Que...

Close your IVR to prevent calls from reaching an Inbox when your team is not working due to a holiday, a mid-day emergency team meeting, or events where you need to close your phones. Before you close the phones The instructions to close th...

You may want to block certain numbers from calling if the number has been identified as spam or if you have disruptive Customers. You can't completely block a Customer from calling, but there are ways to minimize their impact and reduce the chance ...

Add an SMS node to give callers the option to receive support through SMS/text instead of waiting for an Agent on the phone. Before you start Before you add SMS support to your IVR, we recommend that you first review the following: Y...

Use the Schedule node to maintain your holiday or operating hours. Whether it's for Thanksgiving or Christmas Day when you have different hours or just your normal operating hours, the Schedule node can automatically manage how calls are handle...

Forward calls outside of your IVR using the Forward node. Do this if you need to send the caller to a different number outside your own IVR. Click on the top left corner of the screen. Click Settings . Under the Channe...