Route Based on Input Follow

The Route Based on Input action allows you to route callers to different paths based on the input they provided earlier in the IVR flow. It is commonly used after Capture Caller's Input to direct callers to the appropriate option based on the number they press.

Topics Covered

• How to Configure Route Based on Input
• Understanding Outgoing Paths
• Practical Example

How to Configure Route Based on Input

While setting up an IVR, add the Route Based on Input action after the step that captures the caller's input.

Configure the following options:

• Captured Input: Select the input captured earlier in the IVR that you want to use for routing. The previous Capture Caller's Input variable is selected automatically.

• Menu Options (DTMF): Add the keypad options that you want to use for routing.

  • Enter a keypad number from 0–9, *, or #.
  • Add a Label to identify what each option represents.
  • Click Add menu option to add more options.

  For example:

  • 1 → Sales
  • 2 → Marketing
  • 3 → Accounts

Each menu option creates a separate path in the IVR.

• No Match Option: Enter a label for the path that should be followed when the caller presses a key that does not match any of the configured options.

Note: Each keypad number can be used only once. At least one menu option must be added, and the No Match path should always be connected to another action.

Understanding Outgoing Paths

Each menu option creates its own outgoing path. The label you enter for an option is used as the name of that path.

For example:

• Sales: Followed when the caller presses 1.
• Marketing: Followed when the caller presses 2.
• Accounts: Followed when the caller presses 3.
• No Match: Followed when the caller enters a key that does not match any configured option.

You can connect each path to the next action in your IVR flow.

Practical Example

Suppose your IVR asks the caller to select a department:

"Press 1 for Sales, Press 2 for Marketing, or Press 3 for Accounts."

After the caller enters their choice, use Route Based on Input to send them to the appropriate path:

• If the caller presses 1, the flow follows the Sales path.
• If the caller presses 2, the flow follows the Marketing path.
• If the caller presses 3, the flow follows the Accounts path.
• If the caller presses any other key, the flow follows the No Match path.

This allows you to create separate IVR flows for each department based on the caller's selection.