Workflow Trigger - Start IVR Trigger

Overview

The Start IVR Trigger allows you to build an automated phone menu system directly into your workflows. When this trigger is activated, it starts an Interactive Voice Response (IVR) sequence, which plays pre-recorded messages and lets callers select options using their keypad to be directed to the right person or information.

Please note: Voicemail activity cannot be tracked using this trigger.

Trigger Name and Description

Trigger Name: Start IVR Trigger

This trigger is designed to launch an IVR menu system. It is typically used to automatically answer an incoming call to a specific phone number and begin the IVR process, helping to route callers efficiently without manual intervention.

How to Configure the Start IVR Trigger

Prerequisites

Before you can use this trigger, ensure your account meets these requirements:

• Your account must be subscribed to a CRM Phone plan.
• The phone number you want to use for the IVR must be set up and active within your CRM Phone settings.
• You must have already created an IVR configuration that this trigger can start.

Important: The IVR feature is only available for accounts with an active CRM Phone plan. If your account does not have this plan, the Start IVR Trigger will not work for inbound calls.

Step-by-Step Setup

1. Choose the Trigger Type: When building your workflow, select "Start IVR Trigger" from the list of available triggers.
2. Name Your Trigger: Give the trigger a clear, descriptive name that identifies its purpose, for example, "Main Line IVR Trigger".
3. Configure the Activation: Set the trigger to be activated by an inbound call. Select the specific phone number that, when called, will start this IVR workflow. You can also add any necessary custom field filters at this stage.
4. Save and Activate: Save your trigger settings and activate the workflow to put your IVR system into effect.

Note: A single phone number can only be mapped to one active IVR workflow at a time.

Example Scenario

Imagine you want to create an IVR to direct callers to different departments like Sales or Support.

1. Create the Workflow Trigger: Add a "Start IVR Trigger" to a new workflow and configure it to activate on any inbound call.
2. Set the Phone Number: In the trigger's filters, specify your main business phone number as the number that will activate the IVR.
3. Finalize the Setup: Save and activate the workflow. Now, when a customer calls your main line, the IVR will automatically answer and guide them.