Do's & Don't while creating IVR flows

Designing an effective IVR (Interactive Voice Response) flow ensures smooth user experience and reliable call routing. Follow these Do’s and Don’ts to avoid errors and build an efficient call journey.

DON’Ts

• Do not place a Menu immediately after the Start Node.
  A Menu requires input variables to function. Without inputs, it serves no purpose.

DO’s

Playback

• Can be placed before or after any node.

• If using a file, it works anywhere.

• If using a template with custom variables, ensure a Number Input or Webhook node exists earlier to provide values.

Time Condition

• Can be used before or after any node.

Number Input

• With a file, it can be placed after any node.

• With a template containing custom variables, a Webhook or Number Input must exist earlier in the flow.

• Useful when paired with Menu or Webhook, since the user’s input can be used for conditions.

Ring Group

• For connecting calls to agents or teams, it can be placed before or after any node.

• If custom variables are needed, a Number Input or Webhook node must exist earlier.

Webhook

• Can be placed before or after any node.

• If no custom variables are used in headers or body, it works directly.

• If custom variables are required, ensure a Number Input or another Webhook is present earlier in the flow.

Menu Condition

• Requires a Webhook or Number Input earlier in the flow to provide variables.

• If no variables are set, only the default condition will execute.