IVR

Selecting IVR
You can utilize the IVR option from the provided dropdown menu (shown in the screenshot below) in Settings. If you want to integrate a different IVR system with Ginkgo, kindly reach out to our support team for assistance.

IVR Credentials
Please include the necessary credentials for IVR integration; these credentials will be provided by the brand’s selected IVR company.

IVR Settings

The user can manage the IVR settings according to the following options;

Maximum Tries: This option lets you choose the maximum number of times a call will be initiated, in case the customer does not respond.
Buffer Time: It refers to the delay after which an IVR call will be initiated once an order lands.
Initiate IVR: This option allows you to choose whether to initiate an IVR call for prepaid orders or postpaid orders.
Time Slot: This is the timeframe in which robocalls will be initiated. Calls outside of the timeframe will be held in a queue and will be initiated once the selected timeslot is active.
Cancel on IVR Response: By selecting this option, orders will be transferred to the "Canceled" tab immediately when a customer cancels their order via a call. Furthermore, a Canceled IVR tag will be applied to the order.
Manual IVR initiation: This setting will allow an IVR call or interaction to be done manually by your brand’s representative. It's used for personalized, complex, or specific situations where human control is necessary.

Scheduler Settings

This time refers to the delay/lag after an IVR call will be reinitiated in case there is no response from the customer. According to the screenshot, another IVR call will be initiated after a 20-minute interval.

Allocated Cites

By selecting the "Allocated Cities" option, you can choose specific cities from which you want to initiate IVR calls. IVR calls will be limited to the cities you have selected.