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Use Case

Typically used after playing a final message, handling invalid input, or ending an IVR flow intentionally — for example, after a caller exhausts the maximum number of invalid menu attempts.

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Use Case

Commonly used for compliance messages, legal disclosures, emergency notices, or mandatory information before proceeding — for example, a call recording disclosure or a service outage notice.

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Use Case

This action is most often the final step before agent interaction, but it is also used as a sub-action attached to a condition — for example, transferring to a dedicated support IVR once a Parameter condition identifies the dialed number. See Call Routing Methods for a worked example.

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Use Case

Used for collecting a string of digits such as menu selections, account numbers, PINs, or routing decisions based on caller input. The collected value is stored under the Session Parameter ID and can be read back later in the flow by a Parameter condition — see Parameters for how this value flows through the rest of the call.

Examples could include:

• Account Number
• Extension
• Date of Birth
• Callback Number

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Use Case

Used for collecting binary responses from the caller such as consent to send SMS messages, gathering permissions, and/or acknowledgement of compliance disclosures.

Examples could include:

• "Do you agree?"
• "Do you want to continue?"
• "Do you approve this action?"
• "May we text you?"

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Use Case

Used for confirming a callback number or a phone number to text and/or receive calls, with a built-in read-back and re-entry loop so the value stored is verified before the flow continues.

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Use Case

Used to carry state forward through the rest of the call flow, independent of caller input. Examples include:

• Marking that a call recording disclosure has already been announced, so it is not repeated later in the flow
• Flagging that the caller is a specific type of member
• Recording that the caller passed identity verification, so downstream skills or groups do not repeat the check

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Use Case

Used for changing the call behavior based on data requested from a database about the calling party, displaying data from a database to agents during a live call, and/or displaying data from a database in reporting. The returned value is stored as a parameter, the same way a Collect Digits or Set Parameter action stores one, so it can be read back later by a Parameter condition.

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Use Case

Used for completing an IVR by handing the caller off into a "phone-tree" of further menu options.

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Consent Required for SMS Messages

A documented consent must be obtained from the caller for SMS messaging. Consent should include clear information about SMS purposes, the applicable privacy policy, and instructions for HELP and STOP (opt-out). SMS-enabled numbers must be registered with The Campaign Registry and comply with the applicable 10DLC requirements.

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Use Case

The consent check reads the Session Parameter set earlier in the flow — typically by a Collect Confirmation action asking the caller to opt in — so consent must be collected and stored before this action runs.