Maqsam's IVR Builder

IVR Builder Overview

📌 What is the 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.


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.


🔓 How to Access the IVR Builder

Follow these simple steps below to access the IVR Builder:

Step 1: Login to your Maqsam account
Step 2: Navigate to the IVR page from the Maqsam portal.
Step 3: Click on the “Create Flow” button to start a new IVR flow.
Step 4: Once the flow is created, it will open the drag-and-drop IVR Builder.


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

🧭 Navigating the IVR Builder

The IVR Builder consists of three main sections:

  • 🔧 Steps Panel (Left Side): Contains all available IVR steps that can be added to the flow.

  • 🎯 Canvas (Center): The main working area where you connect and arrange steps.

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



🧠 Plan Your IVR Flow

To build an effective IVR, it helps to answer a few questions first:

  • ☎️ Call Handling Requirements:

    • What groups will callers need to reach?

    • Do you have working hours that affect call routing?

    • Should certain call paths lead to voicemail?

    • Are there specific teams or agents responsible for handling calls?

  • 🗣️ Caller Interaction Expectations:

    • Will callers need to input information (e.g., extension numbers, case IDs)?

    • Should the IVR collect data before routing calls?

    • Will there be fallback options in case of incorrect input or unavailability?

  • 🔁 Flow Logic & Automation:

    • Will calls be routed based on time, location, or other conditions?

    • Do you need automated messages for different scenarios?

    • Should the IVR notify an external system via API calls?

✅ Tip: Planning these points ahead will ensure your IVR is smooth, user-friendly, and logical. 

🧩 Explore 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:

Step
Description
🕒 Working Hours
Direct calls based on your business hours
📋 Menu
Present a list of options for callers to choose from (e.g., "Press 1 for Sales, 2 for Support", etc.)
🔁 Call Forwarding
Route calls to agents, groups, or external numbers
🔊 Sound Fine
Play an uploaded or library-stored audio file for the caller
💬 Messaging
Send automated WhatsApp messages to callers
🧠 Rule-Based Routing
Route calls based on predefined rules, such as the call number formatting or it's phonebook status
📥 Voicemail
Allow callers to leave recorded messages at certain points in the flow
🏷️ Set Flags
Tag calls with a specific tag at a particular path of the flow
🔗 Webhook
Send an API request to an external system

Info
For a detailed explanation of our available steps and the capabilities of each of them, please visit the IVR steps articles here.

🚀 Creating Your IVR Flow

Once you have defined your IVR requirements and explored the available steps, follow these steps to build your IVR:


Step 1: Open the IVR Builder by creating a new IVR flow from the IVR page.
Step 2: Choose the steps you need based on your call flow requirements.
Step 3: Drag a step from the left-side panel and drop it onto the canvas.
Step 4: Connect the steps by linking them visually.
Step 5: Click on a step to open its settings in the right-side panel.
Step 6: Configure the settings (e.g., selecting a sound file, defining next steps, etc.).
Step 7: Save your changes
Step 8: Assign your flow to any of your phone numbers and you’re ready to go!


    • Related Articles

    • IVR: Menu Step

      ? Overview The Menu Step is an interactive decision point in the IVR call flow, presenting callers with audio-prompted options and routing calls based on their keypad input. Example: A welcome message like "For sales, press 1; for support, press 2" ...

    • IVR: Call Forwarding Step

      ? Overview The Call Forwarding step routes your incoming calls to agents, groups, or external phone numbers so that callers get help quickly and efficiently. ? Option 1: Forwarding Calls to Agents or Groups ⚙️ Configurations Below are the available ...

    • IVR: Webhook Step

      ? Overview The Webhook Step sends an API request that delivers all call information, such as caller number, agent name, call state, IVR inputs, etc., to an external system. This enables actions like data updates or notifications based on the IVR ...

    • IVR: Set Flag Step

      ? Overview The Set Flag Step assigns a custom state to a call, overriding the default call state based on the configured flag. This helps with tailored call tracking and reporting. Example: Change the state of unanswered calls from "abandoned" to ...

    • IVR: Messaging Step

      ? Overview The Messaging Step sends a predefined WhatsApp template message to the caller when triggered. This makes automated communication simple and efficient during the IVR call flow. ⚙️ Configurations ? Send message from This is the registered ...