Using the End IVR Call Workflow Action

About the End IVR Call Action

The End IVR Call action allows you to cleanly conclude an Interactive Voice Response (IVR) phone call from within a workflow. Without this action, once all IVR actions are complete, the contact remains on the line listening to hold music until the entire workflow finishes, which can lead to a poor experience. This action gives you control to end the call promptly after your IVR sequence is done.

How the Action Works

When added to a workflow, the End IVR Call action immediately terminates the active phone call. You can configure it to end silently, or to play a final text-to-speech message or a custom audio file before disconnecting. Once this action runs, any remaining IVR actions in the workflow are skipped. Non-IVR actions in the workflow will continue to execute as normal.

Setting Up the End IVR Call Action

Adding the Action

1. Open the workflow containing your IVR actions.
2. Click the plus (+) button to add a new step, placing it after your final IVR action (like Gather Input, Play a Message, or Record).
3. Search for and select the "End IVR call" action.

Configuring the End Call Method

You will be presented with several options for how the call ends:

• End Abruptly (Default): The call disconnects immediately with no final message.
• Text Message: Enter a text message that will be converted to speech and played to the contact before the call ends. You can also set the number of times the message repeats (loops).
• Custom Voice: Upload an audio file (e.g., a voice message, branded music, or tone) to play before disconnecting. You can configure the number of loops for this audio as well.

After selecting your preferred option, click "Save" to add the action to your workflow.

Common Questions

How does this improve the caller experience?

It prevents contacts from being left listening to hold music indefinitely after interacting with your IVR menu. It allows you to provide a clear, professional conclusion to the call, which can also help reduce overall call duration.

Is the End IVR Call action a premium feature?

No, this action is available to all users.

What happens to other actions after the call ends?

All subsequent IVR actions in the workflow are skipped. However, any non-IVR actions (like sending an email, updating a contact field, or starting a task) will still be processed.