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Salesmsg Interactive Voice Response (IVR)
Salesmsg Interactive Voice Response (IVR)

This article will guide you through the process, availability, and limitations of using IVR in Salesmsg Inbox.

Tawheed Altowaitee avatar
Written by Tawheed Altowaitee
Updated over a week ago

Overview of IVR in Salesmsg Inbox

IVR introduces a new layer of call management in your Salesmsg Inbox. It allows you to set up a voice menu with options ranging from 0 to 9, each corresponding to a specific action like forwarding the call to inbox members or an external number. This feature is an Inbox level setting, and billing is based on the time an incoming call interacts with the IVR system.

Setting Up IVR in Your Inbox

To activate IVR, navigate to Inbox Settings and locate the "IVR" tab (Settings -> Inboxes -> Your Inbox -> Settings - IVR). Here, you can assign actions to numbers from 0 to 9. Below are the options you can configure:

  • Forward Call to Inbox Members: Choose up to 10 Inbox Members to forward the call to.

  • Forward Call to Another Inbox: Specify the destination Inbox for the call.

  • Forward Call to External Number: Input any external number for call forwarding.

  • Let the Call Through: Allows the call to proceed as if IVR was turned off.

  • Send to Voicemail: Directs the call to voicemail (unavailable if no voicemail is set up).

You can also select how to handle inbound call if contact does not select any option. You can repeat the IVR message, or send the call straight to voicemail.

Once you've configured your settings, the IVR feature will be activated for your Inbox.

IVR Business Hours

If your Inbox is configured with Business Hours and Voicemail settings, you can dictate how the Interactive Voice Response (IVR) system responds to these configurations. Specifically, you have the option to direct calls to voicemail accompanied by an after-hours greeting, or to continue utilizing the IVR system outside of business hours.

Beta Feature: Custom Voice Capability

Currently in beta, this feature allows you to craft a unique voice for text-to-speech applications. Follow these steps to set it up:

  1. Go to the text-to-speech section under Ringless Broadcasts, Voicemail, or IVR.

  2. Click the voice icon.

  3. Select "Custom" from the options.

  4. Click on "Add custom voice."

  5. Follow the on-screen instructions to record your voice sample.

  6. Once your voice has been generated, select it for text-to-speech use.

Note: During the beta phase, only one custom voice is permitted per organization.

IVR Behavior and Limitations

Take note of the following behavior and limitations:

  • Message Replay: If no option is selected, the message replays after a 5-second pause.

  • Call Drop: The call will be dropped after three consecutive greeting message plays.

  • Single-Layer IVR Menu: At present, Salesmsg supports only a single-layer IVR menu. This means you can configure options corresponding to numbers from 0 to 9, but you cannot create sub-menus or multiple layers of options within the IVR system.

Frequently Asked Questions

What happens if I don't set up voicemail?

The "Send to Voicemail" option will be unavailable.

Is there a limit to the number of Inbox Members I can forward calls to?

You can forward calls to up to 10 Inbox Members.

How am I billed for IVR?

You are billed based on the time an incoming call interacts with the IVR system. Calling rates are 1 credit/minute.

How long of a text can I convert via text-to-speech?

Up to 255 characters.

How many times will my greeting be repeated?

3 times. After that the call will be dropped.

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