Tokens and Routing Responses

What a Routing Response Is

A Routing Response is an IVR prompt triggered by a Token's value during call routing. When a call arrives carrying a specific token value, the system can play a custom message, collect key presses, and branch the call based on the caller's input.

Routing responses are configured on a per-token basis. Each token can have an associated prompt message plus a collection of key press mappings that map digit entries to follow-up actions.

Enabling a Routing Response

1. Open the token at its edit page.
2. In the Prompt & Responses section, choose "Request a response from the caller."
3. Configure the Token Prompt fields: the text-to-speech message (which may itself contain other tokens for interpolation, for example "Press 1 if you are calling about [interest]"), the voice gender, the loop count, and the Prompt Priority (tokens with lower priority values are prompted before tokens with higher values).
4. Click + Add Response and fill in at least one Key Press row. Each key press maps a DTMF digit (or digit sequence) to a destination.
5. Save.

How Routing Responses Are Invoked

When a call arrives at the call router and evaluates its tokens, any token with a routing response enabled can fire its IVR prompt. The exact mechanics of which token fires (and when) depend on the call router configuration on the Offer. Routing responses are a tool for token-driven branching; consult the Offer call router documentation for integration patterns.

Unique Key Presses

Within a single token's routing response, every digit used in a key press must be unique. You cannot have two rows both bound to digit "1". The system validates this on save and reports an error if the rule is violated.