Step 1: Creating a switchboard
💻 Login to your Dashboard>IVR then click on "Create a IVR". Name your switchboard then select "Configure" to access scenario modification️🖊️ :
Step 2: Configuring the go-back option
To allow your callers to backtrack in your standard, simply select "Back" from the button menu, then indicate to which step you want them to be redirected.
💡 The ability to backtrack is only available for a scenario with multiple steps.
Adding a 'Back' option to your IVR system improves caller navigation by providing an easy way to return to the initial routing or previous menu level. This is especially helpful when callers don't find what they're looking for and need to explore other options.
If you're experiencing navigation issues, consider adding a welcome message or an empty step that allows callers to return to a previous menu. This creates more flexible call routing and improves the user experience for incoming calls.
There you have it: you now know how to give your callers the option to go back to a previous step in your switchboard! 🎉