Converse AI by Smartsheet

This is an example of creating a very basic Interactive Voice Response (IVR) system out of an existing Converse Template.

We are using the Nexmo Send Message module to override the next junctions question. This would be required if you are using the same template with multiple channels as it would be unusual to reply with 1 instead of support in a text based channel.

Make sure your message gives any instructions the user needs like pressing hash after the number and what each input represents. We can help the user by having them pus their response with hash or even limiting the digits so that as soon as they give 1 or 2 it will continue the conversation immediately.

Next is the junction that direct the conversation down our two paths.

The junction question will be overridden in Nexmo voice by the Send Message module but will be displayed in other channels.

The support route off the channel needs to check for the possible input for Nexmo, 1 as well as from the other channels support.

The sales route off the channel needs to check for the possible input for Nexmo, 2 as well as from the other channels sales.

Next we will actually handle the route that was selected. First the support route will just invoke another template which could be your existing support bot or something new.

If the user selects the sales route then we will attempt to use the Forward Call module to redirect the call directly to your sales team.

The forward call module will attempt to call the sales team, as defined by the Endpoint Type and corresponding Phone,Webhook, or SIP parameters, and connect the inbound call from the user to the sales team without them calling them directly. You can even specify a fallback conversation template that will be used to continue the call if the sales team are not available to receive the call.

Updated 2 years ago


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