IVR setup & logs

Interactive Voice Response (IVR) directs callers with menu options before reaching an agent. Configure it in Twilio, link it to WorkDial, review in Salesforce.

Step 1: Configure IVR in Twilio

  1. Log in to your Twilio Console.
  2. Go to Phone Numbers → Manage → Active Numbers.
  3. Select the number you want to assign an IVR to.
  4. Create or assign a Twilio Studio Flow with menu options (for example, “Press 1 for Sales, Press 2 for Support”).

Step 2: Connect IVR to WorkDial

  1. In Salesforce, open App Launcher → WorkDial Setup → Numbers (Sender IDs).
  2. Assign the Twilio number that has the IVR flow configured.
  3. Save your settings.

Step 3: Logging IVR interactions

All IVR selections are stored in Salesforce. Each call log will display:

  • Caller’s chosen option.
  • Path taken through the IVR.
  • Associated call recording if enabled.

Step 4: Testing IVR

  • Call the IVR-enabled number from an external phone.
  • Walk through the menu options.
  • Confirm logs appear in Salesforce with the correct IVR details.

Best practices

  • Keep IVR menus short, no more than 3 to 4 options per level.
  • Always include an option to reach a live agent.
  • Review IVR logs regularly to identify popular paths and drop-off points.

Troubleshooting

  • IVR not triggering: confirm the Twilio Studio Flow is active and linked to the number.
  • Selections not logging: check Salesforce object preferences for call log mapping.
  • Audio not playing: ensure your Twilio Studio flow includes a valid greeting message.