Call Routing and IVR
The rules that decide what happens to a call the moment it comes in.
This is your IVR, the logic that decides, for every inbound call, whether it rings a team member, gets answered by your AI assistant, asks a qualifying question, or goes to voicemail. It lives entirely in your Voice Dispatch dashboard, under Routing Rules. There is nothing to configure on Plivo's side beyond the one time Application and webhook setup. Plivo simply asks your Voice Dispatch account what to do with a call every time one arrives, and your rules answer that question.
What a rule can do
- Ring your team, in order. Pick one or more team members and the order to try them in. The call rings the first person marked available who has a phone number saved or Browser Calling turned on, and stops ringing the others the instant someone answers. See Live Call Transfer for exactly how this works.
- Hand the call to your AI assistant. The caller talks to your configured AI assistant instead of, or before, a human. Requires the AI assistant to be set up first. See the AI Assistant page.
- Ask a qualifying question. Play a keypad question and record the caller's answer as a lead qualification result. This can run alongside a team transfer rather than instead of it.
- Go straight to voicemail, with an optional custom message.
When a rule applies
A rule can be limited to a day and time window, for example only during business hours, or to a caller's area code. A rule with no conditions always applies, which is how you set a catch all default. Rules are checked in priority order, and the first one that matches wins.
Caller navigated menu, the IVR
Turn on the IVR menu to play a "press 1 for sales, press 2 for support" keypad menu before routing rules run at all. The menu's own options, not the rules above, decide the call's outcome for anyone who presses a key. Callers who do not press anything, or if the menu is off, fall through to the routing rules described above.