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IVR Messaging

Make voice calls and IVR surveys using the IVR integration.

Overview​

The PWA supports IVR (Interactive Voice Response) through:

  • Exotel (Primary provider)

Features​

  • Make voice calls
  • IVR surveys
  • Call recording
  • Call analytics
  • Automated flows

Making Calls​

Individual Call​

  1. Navigate to Messaging → IVR
  2. Click New Call
  3. Enter recipient phone number
  4. Select call type:
    • Voice message
    • IVR survey
    • Custom flow
  5. Configure call settings
  6. Click Call

Broadcast Calls​

  1. Navigate to Messaging → IVR → Broadcast
  2. Select recipient segment
  3. Configure call flow
  4. Schedule for later (optional)
  5. Click Start Broadcast

IVR Flows​

Creating Flows​

  1. Navigate to IVR → Flows
  2. Click Create Flow
  3. Design call flow:
    • Welcome message
    • Menu options
    • Responses
    • Actions
  4. Test flow
  5. Save and activate

Flow Components​

  • Play Message: Audio message playback
  • Menu: Multiple choice options
  • Input: Collect DTMF input
  • Transfer: Transfer to agent
  • Record: Record caller response

Call Analytics​

View call statistics:

  • Total calls
  • Answered calls
  • Missed calls
  • Average duration
  • Completion rate
  • Response rates

Best Practices​

  1. Clear Messages: Use clear audio messages
  2. Short Flows: Keep IVR flows short
  3. Timing: Call during appropriate hours
  4. Language: Use appropriate language
  5. Testing: Test flows before production

Troubleshooting​

Call Not Connecting​

  • Check IVR provider status
  • Verify recipient phone number
  • Check credit balance
  • Verify provider configuration

Call Quality Issues​

  • Check network connectivity
  • Verify audio quality
  • Review call logs

Next Steps​

Need help? Check the FAQs or Contact Support