When a customer calls in, they will hear a pre-recorded message before they are routed to an agent.
If a customer calls in within business hours, they'll hear a "Welcome" message. If there are no available agents, after 30 seconds, the customer will be offered the opportunity to remain on the line or request a call back by pressing 1 (creating an ASAP Callback Task, and hanging up). This will continue until an agent answers.
If a customer calls in during business hours and does not request a call back or speak to an agent before they hang up, by default a Return Missed Inbound Call journey is configured in your account to create a low priority call task to follow up with the caller.
If a customer calls in outside of business hours, they'll hear an "Out of Business Hours" message, and an ASAP Callback Task will automatically be created.
More IVR Options
Looking to customize your inbound call experience? Submit a ticket to connect with a member of our Customer Experience team to discuss all the available options and ensure that you treat each inbound caller like royalty!