IVR Flow Split Actions
The Split Actions available for voice-based workflows present specific modifications compared to standard text-based options, primarily to accommodate telephone keypad interaction.
Menu Selection
The Wait for Menu Selection functionality enables you to offer contacts a selection of up to 10 different options.
Sample prompt: “For deposit transactions, press 1; to modify card information, press 2; to reverse your last deposit, press 3; to reach a support agent, press 4; to replay this menu, press 5.”
Enter the description for each option in the provided fields, as shown in this example:
To reference the user’s selection later in your workflow, assign a unique identifier to the outcome. You will access it using the format @results.[identifier_name]. In this illustration, the outcome is called using @results.menu_one.
Multiple Digit Input
The Wait for Multiple Digits operation facilitates the gathering of numerical sequences from users, such as account numbers, identification codes, or contact numbers, with the # key used to finalize entry.
Example: “Please input your membership number followed by the pound symbol.”
You can apply a validation rule matching the format of the data you need to acquire. If the numerical sequence must commence with a specific digit, implement the starts with validation rule to verify this requirement.
Audio Recording
The Wait for Audio functionality permits voice message capture from users. A short auditory signal will indicate when they should begin speaking.
Recorded messages are accessible through two methods:
- Through the results area available via the flow editor’s ☰ navigation menu
- By selecting the audio icon next to Recording created entries within individual contact profiles:
Please note that voice recordings are preserved as downloadable URLs within your exported workflow results. These recordings can be accessed by copying the link into your web browser’s navigation bar.