Build an IVR for Flex with Twilio Studio
In the previous tutorials, you've learned how to set up your Flex account and familiarize with the communication channels built into Flex.
In this tutorial, you will learn how to route calls to agents using an Interactive Voice Response (IVR) menu that we will build in Twilio Studio.
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When conversations are routed to agents, agents can accept the conversation from their dashboards. When finished, agents enter wrap-up time. When that is finished, they're put back into the queue for more incoming tasks.
You'll note that dialing your Flex number automatically puts a call into the agent queue currently. That's not ideal in a real contact center. Usually, you'll want to add an IVR menu that plays before the call is queued and provides automated information such as business hours or location. Only callers who can't resolve their issue would then get dropped into the queue.
Next, we'll set up a very simple IVR to reduce the calls to our imaginary agents.
Let's put together a phone tree using a Twilio Studio integration. We'll use this IVR to report business location and hours automatically. If a caller asks for anything else, we'll put them into the agent queue.
There are quite a few steps to building the IVR, but most of them are drag and drop.
- Navigate to the Studio section of the Twilio Console .
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Click on the Voice IVR Flow to get started:
1, then click Save to save the transition. You'll see a new transition appear on your split: