Help Center/ Customer Engagement Center/ User Guide/ Tenant Administrator Guide/ Robot Management and Configuration Guide/ Configuring a Common IVR Flow/ Configuring a Common IVR/ Creating a Flow
Updated on 2025-11-07 GMT+08:00
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Creating a Flow

IVR flows are classified into the following types: main flow, subflow, and exception handling flow. This section describes how to create an IVR flow.

Procedure

  1. Sign in to the AICC as a tenant administrator and choose Configuration Center > Chatbot Management > Flow Configuration > Common IVR.
  2. Click . In the dialog box for creating an IVR flow, configure IVR flow information.

    Figure 1 Creating a common IVR flow
    Table 1 Parameters in the dialog box for adding a flow

    Parameter

    Description

    Chatbot Name

    Robot name, which is used to identify a flow. A voice call can be transferred to an IVR flow based on the flow name.

    Type

    A tenant administrator can configure only one main flow, one exception handling flow, and one or more subflows. Multiple flow versions can be configured through cloning.

    Flows are classified into the following types:

    • Main Flow: Flow that an inbound voice call is connected first. It is the main flow involved in voice call transfer.
    • Subflow: Flow used to process a task. After an operation is specified, a customer jumps from the main flow to the corresponding subflow.
    • Exception Handling flow: Flow used to handle an exception that occurs in a voice call.

    Is Referenced
    • Yes: An IVR flow can be selected in external access mode. For example, the IVR flow can be selected when you make a call to a called number through the OpenEye or choose Call Transfer > IVR on the connection bar.
    • No: An IVR flow can be used only for internal IVR flow transfer.

    Organization Unit

    All organization units in the tenant space are available.

    Enable Call History Recording

    Controls whether to enable the call history function for the robot.

    This parameter is valid when the system parameter CHATRECORDFLAG is set to Bot-level control.

    Enable Flow Call Recording

    Controls whether to enable the flow call recording function for the robot.

    This parameter is valid when the system parameter CCIVRRECORDFLAG is set to Bot-level control.

    Enable Business Interface Invocation Logging

    Controls whether to enable the invocation logging function for the business interface in the flow associated with the robot.

    This parameter is valid when the system parameter RECORDTHIRDAPI is set to Bot-level control.

    Enable Call Statistics

    Controls whether to enable call statistics for the robot. This parameter is valid when the system parameter CALLDASHBOARDREPORTRECORDSWITCH is set to Bot-level control.

  3. Click Save to save the IVR flow information.
  4. Repeat 2 to configure IVR subflows and exception handling flows.
  5. (Optional) Click a flow record to expand it.

    By default, the latest version information about a flow is displayed in the flow list. You can click the flow record to view all version information and supported operations of it, such as edit and delete.

  • An exception handling flow must be available in the IVR flows.
  • A tenant space has only one exception handling flow.
Parent topic: Configuring a Common IVR