Set Up Chat IVR

If the Add button does not appear for a user, verify the user has a data access policy assigned to an OU that gives them IVR create permissions. The same applies to the Edit or delete buttons.

  1. Navigate to Queues & IVRs | IVRs | Add

  2. Enter a Name and Description for the IVR.

  3. Create the IVR Flow using the Designer tab

  4. Set up Chat Link

IVR Designer

The Designer Tab can be used to create an IVR flow. Blocks can be added, edited and deleted by using the controls on the top left corner.

There are 8 call blocks that either trigger the flow or perform an action:

Block
Description

Root

Triggers the flow

DataDip

Sends or retrieves data from an external API

CallAction

Transfers or ends the chat

PlayPrompt

Sends the text of the prompt as a message

ListenToTone

Not supported in chat channel

MultiTone

Stores the response into a variable

VoiceInput

Not supported in chat channel

Regex

Performs a regex match

TextToSpeech

Sends the text as a message

BusinessHours

Routing based on business hours set

HolidayHours

Routing based on holiday hours set

Callback

Not supported in chat channel

AIQuery

Not supported in chat channel

Copilot Agent

Connects the chat to a Copilot agent

  • Each flow begins with the Root block which triggers the flow when there is an incoming chat.

  • There can be multiple of the same blocks which perform different actions.

  • Each instance of a block has a unique ID.

  • The Transition to Block property specifies the Name/ID of next block that will perform the next action.

  • The Name field is not optional

  • The Description field is optional.

For information about Data Value fields on Root State, DataDip, VoiceInput, Regex, AIQuery, and MultiTone blocks, see Data Collection

Variables

  • Variables can be created and referenced in blocks.

    • Default variables are CallerNumber, CallerName, and ScenarioId.

    • Variables are case sensitive.

    • Only DataDip, VoiceInput, Regex, AIQuery, and MultiTone blocks can create new variables. The names of the variables created by these blocks are prefixed by the block name followed by _result, e.g. AccountNumber_result.

    • Variables can be referenced in the following blocks: DataDip, Regex, CallAction, TextToSpeech, AIQuery, and Callback. For more details on using variables in these blocks, refer to the examples below.

    • Variables can used to populate Data Collection fields. See Data Collection

Example Root Block:

Explanation: When there is an incoming chat, the next action will be the block with ID 2

Example Data Dip Block:

If Input Parameter Names field is empty, the body of the HTTP POST will include all the available variables. If variables are specified, only the contents of those variables will be included in the body of the post. Multiple variables are required to be separated by commas.

Explanation: A HTTP post is sent to the URL. A Microsoft Flow is triggered by the HTTP POST. A decision is made by the Power Automate Flow and the returned response will be stored in the "datadip_result" variable. See IVR Data Dip Power Automate Flow Configuration. The next action will be the block with ID 7. If there is no response to the HTTP POST after 30 seconds, the next block will be 6.

Example Call Action Block:

  • Type of Action To Take options:

    • Transfer To Queue/IVR

      • Use chat Widget ID (Cannot use the dropdown options)

    • Transfer To User (Not supported in Chat Channel)

    • Transfer To Voicemail (Not supported in Chat Channel)

    • End Call

    • Transfer to PSTN. (Not supported in Chat Channel)

  • On Transfer Failure (Not supported in Chat Channel)

Note: Variable can be used for the action target. The variable name is required to be placed inside curly braces.

Explanation: Disconnect Chat.

Example Play Prompt Block:

The block will play back the specified audio prompt.

Explanation: The text of the audio prompt will be sent as a chat message. Only text to speech prompts are supported. The next action will be the block with ID 5.

Example MultiTone Block:

The block will collect the chat response and store it in a variable.

Note: Pause on Pound and Pause time are settings not currently enabled.

Explanation: Block will collect the chat response and store it in a variable named GatherAccountNumber_result. Next block is ID 8.

Example Regex Block:

The block will perform one or multiple regex matches on a variable. The expressions are evaluated in order top down. On No Match Found option is used if no matches are found. The Regex Replace field is optional but can be used to create a variable to be referenced in a later block.

Explanation:

If NewDataDip_result variable matches 123, the call will be transferred to Queue01 and "Queue01" will be stored in a variable.

If NewDataDip_result variable matches 456, the call will be transferred to Queue02 and "Queue02" will be stored in a variable

If NewDataDip_result does not match 123 or 456, the call will be transferred to Queue01.

Example Text To Speech:

The block will send the text in the text field in a message.

Note: Variables can be used in the text. The variable name is required to be placed inside curly braces. When an opening curly brace is entered, a dropdown list of available variables will appear, and they can be selected from the list.

Explanation: Block will send the contents of the Text field. Next block is ID 7.

Example Business Hours:

The block will determine the chat action if during business hours or during an off time.

Explanation: Business hours set "Default" will be observed using Eastern Standard Time. On hours next block is 6. DefaultOff action next block is 7

Example Holiday Hours:

The block will determine the chat action when during a holiday hours set.

Explanation: The "2023 Holidays" will be observed using Easter Standard Time. If the current time is during the 2023 holiday hours set, next block is 6. When off holiday, next block is 7.

Example Copilot Agent

The block will connect the chat to a Copilot agent through the existing chat interface. When the Copilot agent escalates the chat, it moves to the next block in the IVR.

To setup a Copilot agent, see Copilot Agents

Explanation: The chat is connected to the "Landis KB Agent". This Copilot agent will handle the chat until it is escalated. At that point it will move to block 6.

Last updated

Was this helpful?