Actions define what the system should do next, while Conditions evaluate caller input or call state to determine which path a call should follow. Together, they combine into logical, step-by-step IVR workflows — a Condition evaluates the call state, and the corresponding Action determines the next step. This logic allows administrators to build dynamic, intelligent call paths that adapt in real time.

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Actions

Actions define the behavior that occurs once a Condition is met. They control what happens to the call, such as playing an announcement, routing the call to a queue or destination, or ending the interaction. Actions are executed sequentially and form the building blocks of the IVR call experience.

Drop Call

A terminating action that immediately disconnects the call.

Typically used after playing a final message, handling invalid input, or ending an IVR flow intentionally.

Forced Announcement

Plays an audio message that the caller cannot skip.

Commonly used for compliance messages, legal disclosures, emergency notices, or mandatory information before proceeding.

Transfer

A terminating action that transfers the call to a specified destination such as another IVR call flow, skill, agent, or dialable number.

This action is usually the final step before agent interaction.

Collect Digits

Prompts the caller to enter digits using their keypad (DTMF). The digit entry is finalized by the # key.

Used for collecting a string of digits such as menu selections, account numbers, PINs, or routing decisions based on caller input.

Examples could include:

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

Collect Confirmation

Prompts the caller to enter digits using their keypad (DTMF).

Used for collecting binary responses from the caller such as consent to send SMS messages, gather permissions, and/or acknowledgement to compliances.

Examples could include:

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

Confirm Caller Number

Prompts the caller to confirm their phone number using their keypad (DTMF).

Announcement Settings:

Used for confirming a call back number, a phone number to text and/or receive calls.

Set Parameter

An action that changes the behavior of the call flow and/or displays data to agents or in reporting.

Select one value source:

Used to carry state forward through the rest of the call flow. 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

Data Dip

An action used to request data from a database in a call flow.

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.

Digit Menu

A terminating action to transfer the caller out of the IVR and into a Digit Menu.

Used for completing an IVR for the caller to navigate into a "phone-tree."

Send SMS

An action that sends an SMS message to the caller or a verified number and can receive a reply.

SMS Settings:

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Conditions

Conditions act as decision points within an IVR flow. They evaluate specific criteria - such as caller keypress input (DTMF), time of day, or menu selection - and determine which path the call should follow. Conditions enable IVRs to respond differently based on how or when a caller interacts with the system before being determined by an action.

Parameter

A condition used to check for a value that is conditionally met given a filter operator.

Each parameter type has unique inputs that use named parameters (by type) to check a value given a conditional filter operator.

Example:

• If the Parameter Condition is a Standard Parameter, the lookup key is set to DNIS and the lookup value is 1234, where the filter operator is set to CONTAINS, this parameter is conditionally met and will advance the call in the IVR to the next condition/action.

Standard Parameter

Using basic call information.

SIP Header

Using common call header information.

Session Parameter

Using an expected named session parameter.

Holiday

A condition used to check for holidays in the IVR.

Time of Day

A condition used to check for a schedule in the IVR.