Smart IVR Basic

Bot template to forward incoming phone calls

Read this if you have Smart Apps in use that have been ordered before 21 october 2024. New Smart Apps documentation can be found within the Marketplace.

The Smart IVR Basic enables your bot to answer and forward incoming phone calls. The Smart IVR Basic is configured to forward your call to the right department based on an opening question.

Quick steps

Generic setup

1. Make sure your opening hours are configured

2. Make sure your phone channel is enabled

3. Add a welcome text

4. Configure the various forwarding options to whom the bot will be forwarding incoming calls

Configuration

After installing the app, go to Content -> Configuration to register the forwarding options.

The Configuration screen allows you to update the welcome text and the forwarding options

1. Label: Provide short and clear labels for each forward option. The labels are used by the bot to let the caller know which options to choose from.

2. Description: In the description field the instructions to the AI need to be provided which helps the bot to decide to whom it will be forwarding the call.

3. Number: Fill out the extension or phone number

Descriptions are used by the bot as extra information in deciding to which number the caller will be forwarded.

When asking about printers in an office we most likely need to talk to the IT department, whereas if we'd ask about printers at an electronics department, we might need to talk to Sales.

Skills

• Base flows
• Phone flows