Quick Setup Checklist
Use this checklist to connect a voice channel and create your first IVR flow.
To use IVR, you’ll need a voice-capable channel (for example, Twilio Voice) connected to your workspace.
- Go to Channels.
- Add and configure a Voice channel provider (such as Twilio Voice).
- Confirm the channel shows as connected/active.
[CAPTURE: Channels page showing a connected voice channel (e.g., Twilio).]
[CAPTURE: Add Channel flow showing a Voice channel option and successful connection.]
- Go to Flows.
- Click New Flow.
- In the flow medium (or flow type) selector, choose Phone Call.
[CAPTURE: New Flow dialog with “Phone Call” selected as the medium.]
Add voice steps such as prompts and input handling (DTMF or voice input, depending on your setup).
- Add a voice prompt (what the caller hears).
- Configure input collection (DTMF keypad or voice input, if supported).
- Route callers using rules or split logic based on the captured input.
[CAPTURE: Flow editor showing a simple IVR flow with a prompt and input step.]
Test your IVR flow using the Simulator and then with a real call.
- Use the Simulator for a quick validation of the flow path.
- Place a real call to confirm your number/channel routes calls to the correct flow.
- Confirm the flow is saved/published and the trigger configuration matches your setup.
Common Issues & Fixes
I don’t see “Phone Call” as an option
Possible cause: No voice channel is connected.
Fix: Connect a voice channel first (e.g., Twilio Voice), then try creating the flow again.
Calls don’t reach the flow
Possible causes: Number not configured correctly, channel not active, or flow not published.
Fix: Confirm the voice number is connected to the channel, the channel is active, and the flow is saved/published and correctly triggered.
IVR input isn’t being captured
Possible cause: The flow step isn’t set to collect keypad input (DTMF) or the prompt is misconfigured.
Fix: Verify the IVR step is configured to capture input and test again with a real call.