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IVR Builder Overview

Learn how to create and manage dynamic call flows with Maqsam’s IVR Builder, automating call routing and integrating messaging seamlessly.

🔍 Overview of IVR Builder

The IVR (Interactive Voice Response) Builder in Maqsam allows you to create dynamic and customized call flows using a drag-and-drop interface. It provides an intuitive way to automate call handling, route calls based on conditions, and integrate messaging and voicemail functionalities seamlessly.
 
Watch this quick video tutorial to see how to create and manage IVR flows in Maqsam:
 

 

With the IVR Builder, you are able to do the following:

  • 🎨 Design call flows visually using predefined steps.

  • ⚙️ Configure each step with custom settings.

  • 🔁 Automate routing based on caller inputs, business hours, or other criteria.

  • 📞 Integrate voice messages, call forwarding, and messaging actions.

✨ Key Details

IVR Builder Sections:

  • Steps Panel (Left Side): Contains all available IVR steps to add to your flow.

  • Canvas (Center): Main working area for connecting and arranging steps.

  • Configuration Panel (Right Side): Displays settings for the selected step.

Available IVR Steps:

Each IVR flow is built using predefined steps that perform specific actions. Below are the key steps available in Maqsam’s IVR Builder:

  • 🕒 Working Hours: Direct calls based on business hours.

  • 📋 Menu: Present options for callers (e.g., "Press 1 for Sales, 2 for Support").

  • 🔁 Call Forwarding: Route calls to agents, groups, or external numbers.

  • 🔊 Sound File: Play an uploaded or library-stored audio file.

  • 💬 Messaging: Send automated WhatsApp messages to callers.

  • 🧠 Rule-Based Routing: Route calls based on predefined rules like number formatting or phonebook status.

  • 📥 Voicemail: Allow callers to leave recorded messages.

  • 🏷️ Set Flags: Tag calls at specific points in the flow.

  • 🔗 Webhook: Send API requests to external systems.

📖 Learn more about the available steps in the IVR Steps article here.

⚙️ How to Access the IVR Builder

Follow these steps below to access the IVR builder: 

  1. Log in to your Maqsam account.

  2. Navigate to the IVR page from the Maqsam portal.

  3. Click “Create Flow” to start a new IVR flow.

  4. The drag-and-drop IVR Builder will open for you to design your flow.

💡 Tip: Name your flow something descriptive like "Support Line IVR" to keep things organized. 

⚙️ How to Create Your IVR Flow

  1. Define your call flow requirements based on your IVR planning.

  2. Explore available steps and choose the ones you need.

  3. Drag a step from the left panel onto the canvas.

  4. Connect steps visually to define the flow.

  5. Click on a step to configure its settings in the right-side panel.

  6. Configure details such as sound files, next steps, or routing rules.

  7. Save your changes.

  8. Assign your flow to a phone number to activate it.

📌 Notes

  • Planning your IVR flow ahead ensures smooth and logical call routing.

  • Consider call handling, caller interactions, and flow automation requirements before building.

💡 Tips

  • Name your flow descriptively (e.g., “Support Line IVR”) for easy organization.

  • Answer questions about call paths, data collection, fallback options, and automated messages to make your IVR user-friendly.