When a customer calls you through an Invoca promo number, what do they hear? How are they routed to the right call center? Each of your Invoca campaigns includes a call treatment — a tree of options you can design to fully customize your caller's experience before connecting to your call center.
Here are a few examples of how different Invoca customers use call treatments to solve their business needs:
This article will help you...
In an Invoca campaign, your call treatment is presented in a logic tree structure (external link). When it's fully built, the call treatment might look something like this:
Your call treatment tree is meant to be read top-to-bottom, meaning that any nodes or conditions that take place at the top of the tree take place before those below them. At the beginning of every call treatment is the initial node, "At the start of the call", which as you might expect, takes place as soon as the call begins.
It's worth noting that each caller might not experience your entire call treatment tree — as with the above example, your call treatment might branch out into several different options, and any particular caller's experience through your call treatment will likely end with being connected to a call center. That means you can use your call treatment to route your callers to the correct call center to fit their needs. You can also nest branches within branches, to create as complicated or as simple a tree as your business needs.
The screenshot above shows a relatively simple call treatment tree — at the beginning of the call, Invoca will play an automated prompt to the caller, asking them to press 1 for a special offer, or 2 for a normal call. If the caller presses 1, Invoca will check the marketing data from their browser session to see if that caller qualifies for the special offer — if so, they are forwarded to a special phone number for that offer. Otherwise, your call treatment will play a short prompt and hang up on that customer. If the caller presses 2 in the keypress menu (though we can't see it in this screenshot) they will be forwarded to a second call center — presumably, your normal sales line.
Now that you have an idea of how call treatments work, let's walk through how to build one of your own.
To build a call treatment for one of your Invoca campaigns, first log in to your Invoca account. In the sidebar menu, click Campaigns, then select Manage Campaigns. In your list of campaigns, select the campaign whose call treatment you'd like to build (or create a new Invoca campaign). Next, scroll down to the Call Treatment tile and click Edit.
Here you can select the checkboxes for "Record call" to record phone calls in your Invoca account, or "Play whisper message" to play a prompt for your call center agent that your caller won't be able to hear. If enabled in your Invoca account, you can also check the "Enable Speech Recognition" checkbox if you'd like to allow your customers to say words to navigate certain nodes in your call treatment menus. See How to add speech recognition to your call treatments (IVR) to learn more.
In the "At the start of the call" drop-down menu, select the first action you want to occur in your call treatment tree. We'll explain each of these options available to you in the next section. As you add nodes here, you'll see more drop-down menus like the "At the start of the call" menu. Each of these can send your callers to a call center, or lead to further nodes. Keep going until you've built out the full logic tree you'd like your callers to experience!
When you're finished, click Done and save your campaign. If you want, you can test out some aspects of your call treatment to make sure everything's working as intended.
Most call treatment nodes include a few common options: adding instructions to your caller, or forwarding to a backup phone number in case your preferred number is unavailable.
To add instructions, check the "Play prompt first" checkbox. Then, type the prompt you want spoken to your caller to have your prompt spoken by text-to-speech, or follow our guide to add pre-recorded voice prompts to the start of your phone calls. You can also change the language of your Invoca call treatment prompts if you field phone calls in languages other than English.
To add a backup phone number, check the "If busy or no answer, use backup number" checkbox in any node that forwards your caller to a destination phone number or call center, then enter the backup phone number in the "rollover to" text box. You can also use the time text box to customize how long Invoca should wait for your preferred phone number before trying your backup number.
If your Invoca account doesn't have access to these features and you're interested in adding them, click the Contact Support button at the bottom of this article to get in touch with our friendly Customer Support team to discuss adding them to your account.
Here's a run-down of each different kind of node you can add to your call treatment tree, and how to use them.
This node sends your caller straight to the call center or destination that you enter in the "Phone number" text box. If you want to forward to a phone number with an extension, add three commas after your call center phone number to indicate pauses, then enter your extension number. For example, to forward to "1-800-123-4567 extension 890", enter "18001234567,,,890"
You can also click "Use Demo Number" to add a dummy phone number instead of your real call center if you want to test your call treatment.
Ends the call. This node is sometimes paired with "Ask a question" or "Ask a series of questions" nodes when your caller does not qualify for your promotion.
Creates a keypress IVR menu for your caller to navigate using their touchtone or mobile phone. Each keypress option leads to a new node. This option supports speech recognition.
When you first create an "Ask a question" node, you'll see two menu options available, corresponding to your caller pressing "1" or "2". You can add more keypress menu options using the "New" button, or delete menu options by clicking the gray X for that node.
Click "Wrong keypress ("W")" to determine what happens if your caller presses a key not offered in your menu (for example, if your menu supports options if your caller presses 1, 2, or 3, but your caller presses 7, #, *). You can then set available call treatment actions for “Wrong keypress” — for example, you can forward all callers that pressed an incorrect key to an overflow phone number.
Click "No keypress ("N")" to determine what happens if your caller does not press a key after 3 seconds after the IVR menu prompt.
In addition to using the "Ask a question" node to inform your phone call routing, you can also track your callers' IVR keypresses using Signals.
This node is similar to the "Ask a question" node, except it asks several questions in sequence. Each keypress option can lead to either the next question in your series, or to a new IVR node. This option supports speech recognition.
The "Ask a series of questions" option can allow more than one keypress or action from your caller to flow through to the next question. This can be helpful if you want to capture Signal information from your caller's keypresses, but don't necessarily need it to direct their routing.
Similar to the "Ask a question" node, except this node is limited to two keypress answers: Your caller can press 1 to indicate "Yes", or 2 for "No". This option supports speech recognition.
Asks your caller to enter a string of digits on their keypad, such as to enter a phone number, date, ZIP code, or more. This option supports speech recognition.
After entering your prompt, click the Question Type drop-down menu to select what kind of information you want your caller to enter:
If you would like your IVR prompt to read the submitted number back to your caller, then ask your caller to confirm if it was accurate, click the "Confirm response" checkbox.
Next, use the Error Prompt drop-down menu to determine how to handle caller number inputs that do not match an expected result, or select Custom and enter your own prompt in the text box below.
When your caller inputs a number, it will be stored in your Invoca account as Marketing Data. Use the "Save the caller's response…" drop-down menu to select which Marketing Data field you'd like to use to store this information — or check out How to create a custom Marketing Data field to store this information in a new field.
Note that this IVR node does not immediately route your phone call. Instead, you can use this node in conjunction with other call treatment options like Forward to Marketing Data or Routing Webhooks to make use of your customer's input right away, or store it for future use for customer record matching and other integrations.
Prompts your caller to press any key. If your caller presses any key, this option leads to one node — if they don't, it will lead to a different node.
If your caller presses 9, this node will send them a text message. Use the "Text message offer" text box to inform your caller about why they'd want to receive a text message (and instruct your caller to press 9). Enter the body of the text message you want to send to your caller in the "Send the following text message" text box. You can also use the adjacent drop-down menu to choose when to send that message.
After Invoca completes your text message offer, use the Next node to determine the next action in your call treatment tree.
This text message feature is TCPA Compliant if it is not used for telemarketing purposes. The caller's keypress is digitally captured and is compliant with the E-SIGN Act.
Prompts your caller to confirm and/or enter their ZIP code using touch tone keypresses. This option supports speech recognition.
By default, this node will determine the nearest city and state of your caller automatically using caller ID, then prompts your caller to press "1" to confirm that their location is correct. If it is incorrect, it prompts the caller instead to enter the five-digit zip code of their actual location, followed by the pound sign.
However, you can change the way this node acts in your Invoca account — skipping the first step of automatically detecting your caller's location, and instead prompting your caller to only input their ZIP code via touch tone keypress. If you'd like to change how this node functions in your Invoca account, click the Contact Support button at the bottom of this article to create a new support ticket, and describe the change you'd like to make. Our friendly Customer Success team will be happy to help you out!
This node lets you input several phone numbers — ranked however you like — for Invoca to forward your phone calls to. If the call isn't answered at the first location, Invoca will try the next one, and on through your list. You can also use this feature to randomize or weight call distribution at your call center, and to allow your call center agents to decline a call and forward to another agent.
See our article How to improve answer rates by forwarding phone calls to a group of numbers for more details.
Forwards your call directly to the destination phone number that was originally on your landing page before your Invoca tag swapped it with an Invoca promo number. If more than one destination phone numbers are listed on your landing page, this will correspond to the promo number your customer actually dialed.
Uses the Marketing Data from your caller's browser session to determine which call center you want to forward that caller to. To use this node, you will also need to set up a Marketing Data field that captures or determines the destination phone number where you want to send your caller.
You can also use this node to handle more complicated phone call routing use cases. See How to route your phone calls to many different call centers using lookup tables for more information.
In the "Else, if Marketing Data value isn't present" drop-down menu, select a new node for callers who don't have any Marketing Data value in their browser session that would correctly route them to one of your destinations.
Checks data captured about your caller from their caller ID, Marketing Data, repeat caller history, or Signals to verify and route calls. Click "Add condition" to browse through the following available conditions you can set:
Additionally, you can combine more than one condition in the same field using the AND and OR condition options. If you select AND, then select an additional sub-condition, your caller will need to fulfill all sub-conditions to fulfill this node. Likewise, if you select OR, then select an additional sub-condition, your caller only needs to fulfill one of the listed sub-conditions.
If you want this node to check if your caller does not fulfill a condition, enter the NOT condition before selecting the condition you want to check against.
When you're done building the condition for your node, click "Done." You can click Edit at any time to change this condition again.
In the "Then" drop-down menu, choose what action you want to take place if a caller does fulfill your condition. In the "Else" drop-down menu, choose what action you want to take place if a caller does not fulfill your condition
Uses your caller's area code to forward your caller to their nearest call center — which you will need to set up separately. See Defining your "nearest locations" for call treatment forwarding to learn how to set up custom locations.
In the "Location exists within" text box, specify the furthest distance (in miles) you want to allow your callers to be forwarded to one of your custom locations. In the "Else no location is nearby" drop-down menu, select a new node for callers who aren't within that distance of any of your locations.
Once you've built and saved a call treatment for your Invoca campaign, you can test out some basic call treatment options to make sure your tree is working as intended. To do so, navigate back to the Campaign Overview page for your campaign and click Test Call. Then, enter a land line or mobile phone number in the "What's your phone number?" text box and click Call (phone numbers from Skype and other VOIP systems may not function correctly). You'll then get a phone call at that phone number — when you pick up, you'll experience the call treatment you're trying to test.
However, keep in mind that not every aspect of your call treatment works in this test mode.
This test call feature can correctly test the following aspects of your call treatment tree:
The following Invoca features, on the other hand, are not compatible with this test mode: