🔍 Overview
After creating an AI Agent, you can link it to a phone number to start handling inbound or outbound calls.
To do this, you need to configure the AI Agent step in the IVR Builder and connect it to your AI Agent service.
✅ Prerequisites
Before configuring the AI Agent in your IVR, ensure that:
- Your account has at least one active number capable of receiving inbound calls.
- The required permissions are enabled for the user role.
To enable the permission:
- Navigate to Account Settings.
- Select User Roles.
- Choose the required role.
- Enable the AI Agent IVR permission.
- Click Save.
⚙️ Configure the AI Agent IVR Step
Step 1: Create or Edit an IVR
From the portal, create a new IVR or open an existing draft IVR.
Step 2: Add the AI Agent Step
From the left-side menu:
- Drag the AI Agent step.
- Drop it onto the IVR canvas.
Step 3: Open the AI Agent Configuration
Click the AI Agent step. A configuration panel will open on the right side of the screen.
Step 4: Add the AI Agent Service URL
In the AI Agent Service URL field, paste the AI Agent URL copied from the AI Agent portal.
👤 Escalate to a Human Agent (Optional)
Use this section when calls may need to be transferred from the AI Agent to a human agent.
When Should This Option Be Disabled?
Keep this option disabled when there is no plan to transfer calls to a human agent.
Example: Fully automated AI Agents that handle the entire interaction without human involvement.
When Should This Option Be Enabled?
Enable this option when customers may need to speak with a human agent.
When enabled, the IVR will follow the escalation rules configured in this section.
Escalation Configuration
| Setting | Description |
| Keyword | The keyword that triggers a specific IVR route when mentioned during the call. For example, if the keyword is sales, customers requesting a sales representative will be routed to the configured sales team. |
| When keyword matches, go to | The IVR step to follow when the configured keyword is detected. For example, route the call to a Call Forwarding step configured with the sales team. |
| When keywords fail to match (or no input), go to | The fallback IVR step used when the customer's request does not match the configured keyword or when no input is detected. For example, if the keyword is sales but the customer asks for support, the call can be routed to a fallback support flow. |
Important Notes
⚠️ The Escalate to a Human Agent option must also be enabled and configured in the AI Agent portal.
⚠️ Keywords and their descriptions should be clearly defined in the AI Agent portal to ensure accurate IVR routing.
🔀 Configure the Next Steps
Use this section to define what should happen after the AI Agent interaction.
If AI Agent Connection Fails, Go To
This setting determines the next IVR step when the call cannot connect to the AI Agent.
Example options:
- Play a recorded message informing the customer that the service is currently unavailable.
- Route the call directly to a human agent.
- Redirect the customer to another IVR flow.
Example message: We cannot take your call at the moment. Please try again later.
When AI Agent Call Ends, Go To
This setting determines the next IVR step after the AI Agent successfully handles the call and the conversation ends.
Example options:
- Launch a customer satisfaction survey.
- Route the caller to another IVR step.
- End the call.
💡 Best Practice
Before publishing the IVR, perform several test calls to verify:
-
The AI Agent connects successfully.
-
Escalation keywords route calls correctly.
-
Fallback paths behave as expected.
-
Post-call actions are triggered correctly.