Create a New IVR Template

Select the “IVR” module by navigating to the "IVR Channel" option. Clicking on the "IVR" module will take you to the IVR Channel home page, where you can manage and create IVR campaigns.

Step 1: Click on the “Create Template” to create IVR templates.

Pre-requisite Note: The “Communication Type” (Inbound/Outbound) and “User Input Fields” are pre-configured in the backend system based on the specific requirements of the client

Step 2: Create an IVR template by selecting the “Flow”, “Template Name”, “Project Name”, and “Flow Steps” in the input field.

Note:

• The user is allowed to modify the “Flow Step Description” as needed to align with the desired communication flow.
• Additionally, the user can insert predefined “Merge Tags” into the flow description, enabling personalized and dynamic content generation during runtime.

Step 2.1: Click on the “ADD” button by selecting the listed merge tags from the drop-down menu to add standard merge tags to the IVR message.

Note: User Input Fields: The Inputs provided by the customer are captured by the system based on the action performed by the customer during the IVR call, and that information is stored as reports in the Nudge application.

Project Name: To facilitate easy searching and filtering by project name, the Nudges and templates that are part of the same project or department are grouped according to their project name.

Save & Activate the IVR Template:

In the application, the user has the following items to act on the templates as shown in the image below:

Step 3: Save & Activate: Clicking on the "Save & Activate" button, the IVR template is saved and activated by the system, and the user will be redirected to the template gallery. The IVR template will be displayed under "Your Category" in the active state.

Step 3.1: Save As Draft:  Clicking on the “Save As Draft”, the system saves the template in draft status, which will also take the user to the template gallery where it will be visible under "Your Category" in the draft state.

Step 4: Upon successful saving and activation of the template, the system automatically redirects the user to the Template Gallery page, confirming that the template is now available for use within the selected communication channel.

Template Configuration in Multiple Languages:

The Nudge admin will set up the flow in the backend in different languages. When a user picks up the call, the system will read out the message in that chosen language.

This helps make sure users hear the message in the language they understand best.

The user will have the ability to update the script for the respective languages.