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Collect Confirmation Action

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Use Cases

  • You'd like to obtain a binary (true/false) response from a caller in the IVR.
  • You're collecting consent to send SMS messages to the caller

Adding a Collect Confirmation Action to an IVR

  1. While configuring a new IVR Call Flow (or editing an existing one), select the "+" box to add a new condition/action

  2. Select "Collect Confirmation - Action" from the dropdown list

  3. In the "Collect Confirmation " menu, you'll have the following options:


Action Name - What will this action be displayed as in the flow and in historical reporting? As an example, you may call it "Collecting SMS Consent"

Session Parameter ID - This will serve as the key name for the value collected. It will also be available as a session parameter for other call behavior changes if desired (using a Parameter Condition). One particular example would be using this session parameter for the "Consent Parameter" requirement in a Send SMS action.

Using the example above, numbers collected from callers will be shown to agents and logged historically as
"SMS_Consent = <True/False>"

Consent Announcement - The announcement the caller will hear that explains what you're requiring them to confirm. This announcement should ask the question and instruct the caller to press 1 to confirm or 2 to reject.

A good example as applicable for collecting SMS consent would be:
"In order to receive SMS messages from , we'll need you to provide consent. Msg frequency varies. Msg & data rates may apply. You may reply with "HELP" for additional details. You may opt-out of messages at anytime by replying "STOP". If you'd like to review our Privacy Policy or Terms and Conditions, please visit . If you consent to terms, please press '1'. If you do not give consent, press '2' "


Make sure to save your changes.


Adding a Collect Confirmation to an existing condition as a sub-action

  1. If you are interested in only having the caller prompted to provide confirmation if a certain condition is met, simply hover over the bottom edge of the condition until an indented "+" box appears. Then select the "+" option:

  2. Select "Collect Confirmation - Action" from the resulting dropdown menu and follow all steps as outlined above.

Updated 14 days ago