In the Agent Designer, you can easily configure the Agent to transfer calls to a live agent or a specific department. The example below illustrates how this can be done using natural language.
You can also provide additional routing instructions—for example, directing callers who inquire about "purchasing" to one number, and those requesting "support" to another.
Select the Advanced tab to review and modify the configured call routing instructions.
You have control over when IVR-based conversations should end. In the Agent Designer, you can configure the system to automatically disconnect under specific conditions—such as when there is no input from the caller within a set time, when the caller says "goodbye," or once the request has been successfully completed. This ensures the IVR session doesn’t remain open unnecessarily.
IVR hang-up rules can be expressed in plain language, like the example below:
Select the Advanced tab to review and modify the configured IVR hang-up rules.