> For the complete documentation index, see [llms.txt](https://help.smartico.ai/welcome/llms.txt). Markdown versions of documentation pages are available by appending `.md` to page URLs; this page is available as [Markdown](https://help.smartico.ai/welcome/products/crm-automation/activities-of-flows/activity-ivr-call.md). # Activity: IVR Call The **IVR Call** activity makes an automated voice call to the player's phone. The player does not need to be online. Your IVR provider plays a recorded or generated message, and the player can answer by pressing keys on the phone. Each key can lead to its own next step in the flow. The **IVR Call** activity is in the **Communication** group of the flow builder palette. It works in campaign flows only: you cannot use it in automation rules, missions or tournaments. ## Before you start * **IVR must be on for your label.** The **Enable IVR** setting in **Label settings** is off by default. While it is off, every IVR call fails. Ask your Success manager to turn it on. * **You need an IVR gateway.** Smartico works with many IVR providers. The gateway is set up in the **Label / Gateway** section; ask your Success manager if you need help. Without a gateway, the activity shows the message *Your setup is missing configurations of gateway to send IVR* and no fields. * **You need an IVR asset.** Create it in **Assets** → **IVR**. An IVR asset does not hold the text or the sound of the call. It holds: * **IVR Template ID on provider side** — the ID of the call template that you set up in your IVR provider's system. The provider plays this template. * **Extra parameters** (optional, in **Advanced**) — extra data that Smartico sends to the provider with the call. ## Settings * **Provider** (required) — the IVR gateway. On a multi-brand label you can also pick **Automatic selection (multi-brand setup)**: Smartico then picks the gateway that matches the player, for example by brand. * **From** (required) — the number the call comes from. The field appears when the gateway has a list of "from" numbers. * **Allowed communication hours** (required) — what to do when the call time falls outside the calling hours. The default is **Send only in activity period**. The options: * **Send only in activity period** — outside the calling hours the call is not made, and the step fails. * **Send always, disregarding activity period** — the calling hours are not used. * **Send if possible and if not - in next available activity period** — outside the calling hours the call waits for the next allowed period. * **Send in specific hour according to user time zone** — then pick the hour in **Time, in user time zone, when to send communication**. * **Send in specific hour according to UTC time zone** — then pick the hour in **Time, in UTC time zone, when to send communication**. * **BEST TIME: …** — your [best time](/welcome/products/ai-models/best-time-model.md) templates. Then pick the **Best time selection mode**: **Next best hour, no matter of the day** (default), **Next best hour or as soon as possible during current day** or **Next best day and hour**. * **Opt-out status impact** (required) — the form shows this field, but the IVR call does not use it. See [How it works](#how-it-works). * **Caps status impact** (required) — whether the user-level and global communication caps apply: **Respect user level and global caps** (default), **Ignore user level and global level caps**, **Respect user level caps, but ignore global caps** or **Respect global caps, but ignore user caps**. * **IVR resource** (required) and **%** — the IVR asset to use. Click **Add variation for A/B testing** to add more assets and split the players between them. The percentages must add up to 100%. * **Number of message to send before selecting winner of A/B test** — appears when you have two or more variations. The default is 1000; the value can be from 1 to 100,000,000. * **Note** and **Funnel ID** — the same common fields as in every activity. {% hint style="info" %} The text of the **Send only in activity period** option shows the sending hours of instant messages (SMS, WhatsApp, Viber). The call itself uses the **IVR calling hours** setting in **Label settings**. Read more in [Activity Hours (DnD periods)](/welcome/products/crm-automation/communication-channels/opt-out-and-communication-statuses.md#activity-hours-dnd-periods). {% endhint %} ## Branches | Branch | When the player takes it | | --------------------------------- | ----------------------------------------------------------------------------------------------------------------------------------- | | **Then** | As soon as the step starts. It does not wait for the call. | | **Started** | The call was connected to the player. | | **Failed** | The call failed for any reason: no gateway, a wrong phone number, a provider error, a timeout, outside the calling hours, or a cap. | | **Failed, CAP** | The call was blocked by a user-level or global communication cap. | | **Opt out** | An opt-out was received for the player from this call. | | **Pressed '0'** … **Pressed '9'** | The player pressed this key during the call. | **Started**, **Opt out** and the **Pressed** branches depend on what your IVR provider reports back to Smartico. Check with your provider which of them it supports. If you use a delayed time (calling hours, a set hour or best time), connect the next steps to **Started** or a **Pressed** branch, not to **Then**. **Then** moves the player on before the call is made. ## How it works * **Who is called.** Smartico calls the phone number on the player's profile. Only players with the account status Active are called; for other players the step fails. * **Opt-out.** When the step runs, the call is not made if the player has the IVR opt-out flag (**core\_is\_ivr\_disabled**) on. The **Opt-out status impact** field does not change this. Read more in [Opt-out & Communication Statuses](/welcome/products/crm-automation/communication-channels/opt-out-and-communication-statuses.md). * **Wrong phone numbers.** If the phone number is not valid, the call fails and Smartico sets the player's phone status to NONE. This status also stops SMS to the player. See the phone status part of [Opt-out & Communication Statuses](/welcome/products/crm-automation/communication-channels/opt-out-and-communication-statuses.md). * **Caps.** Caps are checked before the call, as the **Caps status impact** field says. Caps do not apply to test accounts. * **Calling hours.** The **IVR calling hours** setting holds the hours in the player's time zone. When "from" and "till" are the same (the default is 00:00 – 00:00), there is no limit. * **What is sent to the provider.** Smartico sends the phone number, the player's ID in your system, the **IVR Template ID on provider side** and the **Extra parameters** of the asset. The provider makes the call and plays its template. ## Example You want to call players who did not deposit for 30 days and offer them a bonus. 1. Create a template with the offer in your IVR provider's system. In Smartico, create an IVR asset with its template ID. 2. Create a scheduled campaign for a segment of players with no deposit in the last 30 days. 3. Add **IVR Call** with **Send if possible and if not - in next available activity period**. 4. Connect **Bonus** to the **Pressed '1'** branch, so players who press 1 get the bonus. 5. Connect **SMS** to the **Failed** branch, to reach players who could not be called. ## FAQ **Q: Why do all my IVR calls fail?** A: Check that the **Enable IVR** setting is on and that your label has an IVR gateway. Then check the players: they must have the account status Active, a valid phone number, and no IVR opt-out. **Q: Can I write the text of the call in Smartico?** A: No. The IVR asset only points to a template in your IVR provider's system by its ID. You set up the message there. **Q: Can I call players who opted out of IVR?** A: No. The **Opt-out status impact** field has no effect on IVR calls: when the step runs, a player with the IVR opt-out flag on is not called. ## Related * [Activities of Flows](/welcome/products/crm-automation/activities-of-flows.md) * [Activity: SMS, RCS, Viber and WhatsApp](/welcome/products/crm-automation/activities-of-flows/activity-sms-viber-and-whatsapp.md) * [Opt-out & Communication Statuses](/welcome/products/crm-automation/communication-channels/opt-out-and-communication-statuses.md) * [A/B Testing](/welcome/products/crm-automation/a-b-testing.md) * [Best Time Model](/welcome/products/ai-models/best-time-model.md) --- # Agent Instructions This documentation is published with GitBook. GitBook is the documentation platform designed so that both humans and AI agents can read, navigate, and reason over technical content effectively. 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