Documentation

IVR message templates

Author: Łukasz Strumiński

Created: 2023-01-04. Updated: 2023-01-04.

IVR message templates allow you to send a message from the IVR tree. A template can contain, for example, information about available services or a system failure.

In order to send a message to a customer from a previously prepared template on the IVR tree, you need to configure the Send e-mail action by specifying such parameters as the name of the template, the name from the mailbox from which the message is sent and the branch number (optional).

Let's create a sample message template. From the Administration tab, select Inbound → IVR message templates.

Then click the button at the top right of the page.

• Template name - the name of the template being sent to customers,
• New e-mail subject - the subject of the message,
• Recipient - e-mail address of the addressee of the message,
• Body - the content of the message.
• Insert value - the value that will appear in the message. Messages are dynamically retrieved from the system, you can choose from:
  • CUSTOMER_EMAIL - the customer's email address in the CRM,
  • CUSTOMER_IDENTIFIER - the customer's ID from CRM,
  • CALLERIID - phone number of the caller,
  • CALLERID_NAME - customer's name in CRM, e.g. J. Kowalski (if the caller is not stored in CRM, the phone number will appear),
  • DST_NUMBER - destination number,
  • QUEUENAME - name of the queue,
  • DATE - date and time the message was sent.

• Category - category of the template,
• Active - specify whether the template should be active.

After completing the data, click the button.