Callflow

Customize your IVR call flow

Introduction

Call flow is the journey that a caller to your phone will hear when they are presented with the IVR.

The IVR is the face of your business on the phone. While setting messages, be as creative as you want.

Customizable Greeting

Customizable Options

Choice of actions including

  1. Agent Transfer (round robin)
  2. DTMF Input
  3. Voicemail
  4. Informational

You can set [Actions] to "None". In this case, the IVR will take an input and simply log the input digit to your account call logs.

Event driven notifications

Predefined prompts

NO INPUT

NO SUITABLE INPUT

THANK YOU

CALL TRANSFER FAILS

Notes

By default, BlackLab provides 3 Options. These can be increased if you have more service desk agents. However, it is advisable to not have more than 5 Options, as it can be confusing for callers.

BlackLab uses Amazon Alexa to convert text to spoken voice, feel free to write in spoken Hindi by typing in Devnagari script and set the voice to Aditi.

Typing errors is a strict NO. Be sure to use proper punctuation, as Amazon Alexa will give you caller a better experience.

Always set one of options as Voicemail. This is especially useful when the transfer to your service desk agent fails, and you can give your callers the option to let you know why they have called. Always remember, Callers have called to speak, and they must be given that option.