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Change IVR automatically

IVR in LiveAgent is configured using a YAML script. Check out some examples of how it works in this brief article - https://support.ladesk.com/300428-IVR


How to change IVR automatically?

Let´s say you wish to inform your customers that you are offline, since they have not reached you in your business hours. You could have a rule which changes your IVR after 4PM, so there will be no "Ring" action in the IVR, just a message to "Play" and a "Voicemail".

Navigate to Configuration --> Automation --> Rules --> Create new rule like below:

Rule has to be applied when incoming call started. In conditions you have to check if the current time is lower or greater as your Business Hours. The action, which we want to perform is - change IVR. Now you have to define your own IVR rule performed in this step or feel free to try a default example below:

  - play: https://www.liveagent.com/fileadmin/ivr/we-are-currently-not-available-check-website.mp3
  - voicemail
  - goto: offline
  - goto: offline
NOTE: Offline, online and queue sections are mandatory!

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