Introduction to Nudge IVR Communication

The IVR (Interactive Voice Response) channel in the Nudge application enables automated voice communication to end users through pre-recorded or dynamically generated voice messages. It is designed to deliver personalized, scalable, and efficient customer engagement via phone calls, allowing users to interact using keypad inputs or voice responses.

This IVR channel is particularly useful for use cases such as Payment reminders, confirmations, payment alerts, collection calls, and Payments—providing a seamless extension of communication beyond traditional channels like SMS or Email.

Key capabilities of the IVR channel include:

• 🎙️ Automated Voice Calls: Deliver messages to recipients through configurable voice templates.
• 🔁 Two-Way Interaction: Capture user responses using DTMF (Dual-tone multi-frequency) tones (e.g., "Press 1 to confirm").
• 🔐 Personalized Messages: Integrate merge tags and custom fields to deliver customized voice content.
• 📊 Real-time Reporting: Track delivery status, response status, and User inputs through the Nudge reporting module.
• ⚙️ Flexible Scheduling: Schedule voice nudges as one-time or recurring campaigns.

Nudge has two steps for sending IVR communication:

Create Template: Users can create a new IVR template from the template gallery by selecting a pre-defined IVR flow. The user landed on the Create Template page.

Create Nudge: Create Nudge allows users to specify the steps, such as setup, recipients, design, and scheduling of the nudges.

There are three types of Nudges, I.e., One-Time Nudge, Recurring Nudge, and Real-Time Nudge.

One-time Nudge: The One-time Nudge can be scheduled to be sent immediately or later.

Recurring Nudge: Recurring Nudges functionality allows customers to automate repetitive/recurring communication tasks by scheduling nudges to be sent regularly.

Real-time Nudges: Real-time Nudge functionality is used to send instant and personalized communication to customers, like OTP authentication, payment confirmations, etc.

Existing Nudges: The Existing Nudges View provides users with a comprehensive overview of all the Nudges.

Pre-requisite for IVR:

• Users need to have a verified sender Number to send IVR notifications to customers.
• The verified sender number needs to be configured by the Nudge team in the admin portal against the respective account.

Pre-requisites for Template Configuration (IVR Integration):

• IVR Flow Design: The IVR (Interactive Voice Response) flow must be pre-designed and implemented in the backend system according to the customer’s business requirements and call logic.
• Flow Step Configuration: The user can provide a script/step description for each step in the IVR flow.
• Voice Mail Enabling: The Nudge Admin is required to enable the Voice Mail Detection feature for the respective account, based on the client’s configuration requirements. This ensures accurate handling of calls where voice mail is detected, allowing for appropriate message content for voice mails.
• Inbound/Outbound Communications: The Nudge Admin can configure templates customized to either inbound or outbound communication flows, depending on the client’s specific requirements. This ensures that the messaging logic, content, and interaction patterns align with the intended communication direction and expected user experience.