The "Ask for a code" option allows you to route your callers based on the information they enter, such as an ID, customer code, or ticket number. In this guide, you’ll learn how to configure this step using a webhook to securely verify and route callers based on their inputs.
Prerequisites
- You must have a Ringover Enterprise account to access this feature.
- You’ll need a helping hand from a developer to configure the webhook.
Configure the "Ask for a code" option
1. Access your IVR scenario
Open your interactive voice response scenario settings to locate the queue management options.
- Go to your IVR's page.
- Click on 'Edit' next to the IVR standard you want to configure.
- Select the scenario you want to modify.
- Click on the gear icon next to that scenario to open its settings.
2. Add the "Ask for a code" step
Integrate the verification step into your call flow and connect it to your external database.
- Click on the "+" button to add a step.
- Click on "Ask for a code".
- Enter your webhook URL in the designated field.
- Create a message (🔗 How to create a audio message in your IVR)
- Click on the gear icon of the menu to enter a HTTP code.
The code entered by the caller is sent through your webhook. The IVR will receive a 200 response if the code is correct, or a 400 response if it is incorrect, allowing you to trigger different routing paths based on the result.
3. Configure the code settings
Set the parameters for how callers will enter their information and what happens if they don't respond.
- Add the webhook link (🔗 Ringover API documentation).
- Set the Max amount of time given to the caller to select a menu option.
- Specify the Customer code, which dictates the exact number of keys the customer can enter.
- Select the Default key option to define the routing behavior when the caller doesn't select anything.
- Click on "Close" to save your changes.
🎉 You now know how to configure the "Ask for a code" option and can automatically route your callers based on their verified customer data!