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IVRs are comprised of nodes that collect input from callers. When a call reaches a particular node in the IVR, depending on the node used, it can be configured to collect information (e.g., account numbers), trigger actions (e.g., send an SMS), read data from an external source (i.e., data dip), and route calls to the proper Inbox.
Each node has its own set of settings that allow it to collect information from the caller to understand what to do next.
Although most nodes can be added through the UI, Some node types (e.g., Data Dips, Customer Phone Number Match) can’t be added through the UI. Contact Gladly Support if you need to add these nodes.
The schedule node allows you to set up paths based on which hours Customers have called. For example, you can start with a Schedule node to check if the call is within holiday or business hours.
Node settings
Name – The name used to identify the node to link to other nodes.
Description – Text to describe the use of the node.
Schedules – Used to determine the time frame the node is active.
Type – Option to select a date or days of the week.
Date – If the “Date” type is selected, you can choose a specific date.
Days of Week – If “Days of week” is selected, you can choose Monday – Sunday.
Timezone – Identifies the timezone the schedule will follow.
Start/End – The start and end times when the schedule is followed.
Next Node – The next node based on the schedule.
Add Schedule (button) – Add multiple schedules to determine the time frame the node is active.
Default Next Node – The next IVR node if none of the schedules match the scheduled time.
The menu node lets you set up paths based on numbers (DTMF) or speech (voice). You can play a message to help the Customer understand where to go.
Name – The name used to identify the node to link to other nodes.
Description – Text to describe the use of the node.
Language – Language the IVR will use to understand the caller.
Timeout – Time (in seconds) to wait for the caller to say or press an option to make their selection before a message is repeated.
Message – Recording that the caller will hear.
Recording – An uploaded audio file that will be used to play a message to the caller.
Recording – The type of voice that the machine will use to read the text.
Text to Speech – Written text is read by a machine.
Text – Area where text can be entered, which is then read by a machine.
Voice – The voice type (Man, Woman, Alice, *Custom) that will read the provided text.
*Custom Voice – Appears if Custom is selected as Voice. Add the Voice Name on the field as shown in this table . For example, to use a Standard Type, Male, English (US), you can enter “Polly.Joey.”
Language – Language the text-to-speech engine will use.
Add Menu Item (button) – Add a DTMF entry to route to a different node.
DTMF Input – The number a caller will press to flow into a different mode. Single (e.g., 1) and double-digit input (e.g., 10) is accepted.
Voice Input Phrases* – A set of phrases or words a Customer can say instead of pressing the keypad to go to the next node. You can separate the list of words with commas or use a regular expression.
Next Node – The next node based on the Dial setting.
Default Next Node – The next node if none of the menu items are matched.
Name – The name used to identify the node to link to other nodes.
Description – Text to describe the use of the node.
Message – Recording that the caller will hear.
Recording – An uploaded audio file that will be used to play a message to the caller.
Text to Speech – Written text is read by a machine.
Text – Area where text can be entered, which is then read by a machine.
Voice – The voice type (Man, Woman, Alice, *Custom) that will read the provided text.
*Custom Voice – Appears if Custom is selected as Voice. Add the Voice Name on the field as shown in this table. For example, to use a Standard Type, Male, English (US), you can enter “Polly.Joey.”
The forward node allows you to forward the Customer to an external number.
Name – The name used to identify the node to link to other nodes.
Description – Text to describe the use of the node.
Phone # – The phone number a Customer is forwarded to. Must be a valid E.164 format.
Extension – If required, an optional extension number can be dialed.
Note – SIP forwarding is not supported
It’s currently not possible to forward calls over SIP through Gladly’s IVR. Subsequently, it is not possible to forward calls to SIP Entry Points via the Forward node. Only the scenarios below are possible with SIP:
Forward calls from Gladly IVR to another system.
Starts a third-party conference call within Gladly while on a call with an end user to a SIP address.
Agent answer calls via a SIP handset. It is possible to forward via a third-party conference call when the Customer is already on the line with an Agent.
The SMS node allows you to send an SMS message to your Customer.
Name – The name used to identify the node to link to other nodes.
Description – Text to describe the use of the node.
SMS Body – The message body that is sent to the Customer when the node is used.
To Number – The number that will receive the SMS. The default is the caller’s number, but it can be a static template definition.
Next Node – The next IVR node.
Error Node – The next IVR node used if an error is encountered when sending the SMS. An error occurs if the request is rejected due to various reasons (i.e., downtime, request error, invalid number, etc.). Customers should use their mobile phone numbers to receive SMSes but do note that some landlines can receive and read SMS messages.
Allows you to map the Customer from the IVR to an appropriate Inbox.
Name – Name used to identify the node in the Entry Points settings page. Use the name to identify which Inbox Customers are sent to when they exit the IVR.
Description – Text to describe the use of the node.
Number – Only visible if a separate queue identifier phone number is configured. The number that appears here is uneditable and can only be updated by Gladly Support.
Allows for the use of custom static headers for API calls and allows the IVR to interact with applications outside of Gladly. This allows the IVR to integrate with external systems when data dips are configured.
Name – The name used to identify the node to link to other nodes.
Description – Text to describe the use of the node.
HTTP Request – The URL that specifies the endpoint where the request should be sent
Method – The method used for the HTTP request.
GET
POST
Timeout – Time (in seconds) before the request is canceled.
Content Type – The HTTP Content-Type of the body required when using the POST method.
Body – The HTTP request body is required for the POST method.
Headers – The specific header information that accompanies API requests and responses.
Add Header – Used with GET method.
Name – The name of the header for the HTTP request
Value – The value associated with the header name
Credential ID – ID used for authentication.
Next Node – The next node that follows the HTTP node.
Error Node – The next IVR node used if an error is encountered when the HTTP node.
Saved input from menu/input nodes are accessible in this format {{.IVR_NODE_ID}}.
Whereas saved responses from HTTP nodes are accessible in this format {{.IVR_NODE_ID.VARIABLE_NAME_IN_HTTP_NODE}}.
A helpful global variable is {{._customerNumber}}, which is the customer’s phone number calling in in E.164 format.
Another helpful global variable is {{._companyNumber}}, which is the phone number the Customer is calling on Gladly in E.164 format (note that if you forward calls to Gladly, this variable will be the Gladly number the call is forwarded into).
A string to match upon. This can be a static string (e.g., hello), a variable or combination of variables (e.g.: {{.IVR_NODE_ID}}{{.IVR_NODE_ID_2}}) or even a logical check (e.g.: {{if .IVR_NODE_ID}}{{.IVR_NODE_ID}}{{else}}{{.IVR_NODE_ID_2}}{{end}}).
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