Interactive voice response (IVR)

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Interactive voice response is a Voice feature available via API or web interface. Over web interface, it is available via the Infobip customer engagement platform, Moments.

Use IVR to initiate outbound calls to one or more destination numbers (landline or mobile), or to receive inbound calls to your Voice number from your end users (Inbound IVR). When the end user answers the call, the IVR scenario is executed. This is an IVR scenario you previously created.

IVR automates the voice call processes for your business. Use this two-way communication option to set up different actions for your customers during the call.

There isn't a limit as to how many different IVR (and non-IVR) actions you can set.

IVR is available for the following types of Voice calls:

Inbound calls - Create an IVR scenario and configure it for your selected Voice Number. Whenever customers initiate an inbound call towards this Voice Number, this call will be answered using the inbound IVR scenario.
Outbound calls - Create more complex scenarios when initiating calls towards your customers.

Response codes

Response codes are also known as Dual Tone Multiple Frequency (DTMF) codes. They can be used both with IVR in Flow using Moments and Broadcast when sending broadcast voice messages to interact with your customers and set up the next steps during a call.

Your end user enters predefined response codes on their phone and our platform will perform actions in accordance with how they're defined when you created a broadcast.

IVR in Moments

For more information about IVR and to check which IVR elements you can use in your communication, refer to the IVR in Flow documentation in Moments.

To purchase Moments, contact your dedicated account manager or contact Infobip Support.

Dial to Conversations [#dial-to-conversations-ivr-in-moments]

Use the Dial to Conversations IVR element to redirect the current call toward Conversations.

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