With the latest update, the End IVR Call workflow action provides a powerful way to control your IVR (Interactive Voice Response) calls, allowing you to manually terminate calls at any point. This feature helps avoid situations where callers might get stuck in loops of hold music, ensuring a smooth and efficient end to IVR interactions.
How to Use the End IVR Call Action:
1. Access Workflow Builder: Start by opening the workflow builder in the Advisor's Growth platform.
2. Add End IVR Call: Locate the End IVR Call action in the workflow builder and drag it into your workflow where you want to end the IVR interaction.
3. Customize Voice Instructions (Optional): You can customize a message to let callers know that the call is about to end. This could be a simple voice prompt notifying them the IVR call is concluding.
4. Upload a Custom Message (Optional): If needed, upload an audio file that plays a message before the IVR call ends. This can include personalized messages, instructions, or branded communications tailored to the caller’s needs.
5. Configure Trigger Conditions (Optional): Define any conditions or rules that must be met for this action to activate. This could include time-based triggers or specific responses from the caller.
6. Test the Workflow: Before deploying the workflow, thoroughly test it to ensure that the End IVR Call action works as expected. Simulate different scenarios to validate its functionality.
Note: For more detailed testing guidance, refer to our article, "Using the Testing Features in Workflows".
Additional Notes:
If Add Voice Instructions is disabled, the IVR call will end immediately with no final message.
Text-to-Speech is a helpful option for delivering dynamic information right before the call ends.
Example:
Scenario: After a customer service interaction, you want to confirm that the call is about to disconnect and thank the customer for their call.
Action Name: End IVR Call
Add Voice Instructions: Enabled
Say or Play Message: Say a message
Text to Say: "Thank you for calling ABC Services. Your call will now end."
Language: English (US)
Message Voice: Woman
Number of Loops: 1
In this setup, the system will play the message and automatically disconnect the call.
Benefits of the End IVR Call Action:
Improved Caller Experience: Prevents callers from getting stuck in hold music, offering a more seamless and professional interaction.
Enhanced Control: Gives workflow owners the flexibility to determine when to end an IVR call based on real-time caller interactions.
Personalized Messaging: Allows you to upload customized audio files or use text-to-speech, adding a personal touch to the call-ending experience.
Increased Efficiency: Streamlines the call-handling process, saving time and ensuring that IVR interactions conclude effectively.
FAQs:
1. How will implementing the End IVR Call action affect my workflow?
Using the End IVR Call action improves the user experience by avoiding extended hold times. It allows you to conclude IVR interactions on your terms and prevents callers from being stuck in the system after all necessary steps have been completed.
2. Is this action a premium feature?
No, the End IVR Call action is available to all users without any additional costs.
3. What customization options are available?
You can choose from the following:
End Abruptly: Ends the IVR call instantly with no message.
Text Message: Plays a custom message to the caller before the call ends, with options to loop the message.
Custom Music: Allows you to upload a personalized voice message, branded music, or other audio files to play before the call ends.
4. What happens to IVR actions after the call is ended?
Once the End IVR Call action is triggered, any remaining IVR steps are skipped. However, non-IVR actions in the workflow will continue as normal.