What is a call Chatbot/ IVR? How to set up a call chatbot/ IVR.

It is also referred to as an Interactive Voice Response. (IVR). A call chatbot/ IVR is a sequence of actions to be executed when a call is received or made.  

2. Click on the Create button

3. Type in the call flow name and description then click NEXT

4. Select the action button to select the first action, from the Steps menu on the left hand side.

List of actions allowed

Actions and their use:
​Play              
To play a recorded audio, e.g. welcome message. See how to create or upload audios here.

Get Digits    
To capture numerical data, e.g. account number, age etc. while on a call. The audio could say, "Please key in your account number and press # once done"
​

You can use a validation regex to ensure you get the exact number of digits required.

Voicemail      
Allows the caller to leave a voicemail after listening to an audio letting them know they should leave a message as after the beep. Give the List Name, Add a prompt audio, then select the maximum length the caller would be allowed to leave a voicemail for.

Call queues

Places calls to a virtual waiting line when an agent isn't immediately available to pick the call. To learn more about the step-by-step process of creating a call queue, click here.

Dial                
Allows for the call to be transferred to a phone number or dial an agent on the platform.

Next, click on the ADD RECIPIENT button on the right-hand flow editor

Select if you want the call routed to an agent on the platform, or to a phone number.
​

You can choose to set up either multiple agents or multiple phone numbers.

You are able to toggle the Sequential option to ensure that the calls start from the first agent or phone number working down the line if not picked.
You can also select a Retry option and select how many times you would like the call to repeat to the agents if not picked the first time, and how long after the first call has ended.

Prompt        
Gives caller cues on what action they should take, e.g. press 1 for English, press 2 for French etc.

Select Prompt and drag it to the builder, on the right, you can set up the audio cues, on how the caller can get connected to a department. Input a prompt name and add the audio files. This will give the instructions to the caller on what digits to press to access help from a department. E.g. Press 1 for the Support department, Press 2 for the Sales department.

Additional prompt sub-menu action, you can also set include the following

i) Audio to play when an invalid digit is pressed,

You can also check the switch for hanging up calls if a caller does not make a selection from the prompt's menu.

ii) Time to wait before replaying the prompt audio, with the additional option of ending the call automatically.

Note: You may not need to select a time for when no digit is pressed, as by default the system replays the menu after a few seconds.

4. Click the ADD PROMPTS button, to assign actions to the digits, i.e. what should happen after a caller keys in a digit.

Select the digits e.g. Digit 1 and Digit 2, then type out what each digit should represent under the Save As option. For instance, in the above example; 1 represents Sales and 2 represents Support

5. Drag and drop the next actions, from the Steps menu. E.g. the call queue has been selected below. In the example below call queues is the next step, where callers will get directed to available agents based on their selection.

Below is an example of a completed menu. Click on Create to complete the setting up of the call flow.

CRM Actions
You can add these internal actions as part of the journey, before adding the speak to the agent endpoint. These actions will not affect the customer as they are actions that occur internally to streamline collaboration.
​Assign User: Assigns an agent to specific parts of the customer journey for follow-up.
​Select the user you would like to assign the conversation to. If you would like to remove the currently assigned user, you can leave the user entry slot empty

​Assign Conversation Status: Assigns statuses like Open, Closed, and Resolved based on message context.
​Based on the direction or status of the conversation, assign it a Conversation status to allow you to keep track of them on Team Inbox. For example, as shown below: Type in the Conversation status that should appear on all calls that select the Sales Department.

​
Feel free to reach us at support@mteja.io with queries regarding how to set up a Call Flow.