Miscellaneous
What is a fallback value in variable mapping?
A fallback value is a default placeholder text used when a variable has no data in your uploaded file. It ensures every recipient receives a coherent message, even with missing personalizations. help ✅ Why Use a Fallback? Prevents messages from ...
What are the different states a conversation can have?
On the platform, every customer conversation can be in one of three states: Open, Assigned, or Closed. These states determine how chats are routed, managed, and displayed to your support agents. ? Open Definition: New or unassigned conversations ...
How do I build a single IVR call flow that supports multiple languages?
⚡Quick answer - Yes. You can use one call flow and add a Language node under your IVR Menu. Each DTMF key (1, 2, 3…) plays prompts in a different language, but all languages share the same underlying IVR logic, routing and reports. WHEN SHOULD I USE ...
Unpublished- What is the change in the method of call routing?
Applies to: Admins/Owners, Supervisors Outcome: Understand the new Balanced Routing, how it differs from Circular, and configure it for each department/queue. Time to complete: 5–10 minutes What changed? Before (Circular): Calls were offered to users ...
What is overlap in the rule of followup settings?
Applies to: Admins/Owners managing Calls → Follow-Up. Outcome: Understand overlap, set rule priority so the intended rule fires, and verify behavior. Time to complete: 5–10 minutes. What is “overlap”? An overlap occurs when one call matches two or ...
Can I create or enable any followup rules?
Short answer: Yes, if you’re an Admin. Admins can create, enable/disable, and edit Follow-Up rules; standard Users can only work the follow-ups they receive (assign to self, add notes, snooze, complete, or transfer). Who can do what Admins: Create, ...
How does a Location based Call flow work?
❓ How does a Location-Based Callflow work? A Location-Based Callflow automatically routes incoming calls to agents based on the caller’s geographic location — typically their state or region. This is useful for companies with distributed support ...
How do I delete a draft IVR—or disable an active IVR—in MyOperator?
⚡Quick answer: You can delete Draft IVRs. You cannot permanently delete an Active (published) IVR, but you can disable, bypass, or route around it using the options below. Before you begin You’ll need MyOperator dashboard access with permission to ...
What should I do if IVR calls on my IVR are not getting forwarded/transferred to users?
If the IVR calls on your IVR are not getting forwarded/transferred to the users, you need to check the following: IVR settings Timing of each user and timings of the department (It is recommended that do not keep the timing less than 20 seconds) IVR ...
What should I do if IVR calls on my number are not getting forwarded/transferred to department?
If the IVR calls on your number are not getting forwarded/transferred to the department, you need to check your IVR settings. 1. Click on “Manage” at the top. 2. In the settings section click on “Design Callflow”. 3. Click on “Create new call flow” ...
What should I do when there is no IVR playing on my number, or calls are getting disconnected after 2 rings?
If this kind of problem you are facing, check the following: IVR/Call flow timing, If the same time is set for another call flow, you can face this problem. Check the IVR timings set for today or not. Check the services are suspended from MyOperator ...
What should I do when wrong IVR is playing on my service number?
If the wrong IVR is playing on your company’s service number, you need to check IVR/callflow settings and timings. You can check if the logs are visible in the panel or not. 1. Click on “Manage” at the top. 2. In the settings section click on “Design ...
What does the various Region codes stand for?
The region codes are used under the “dashboard” menu. This is to categorize the customer traffic according to their respective states. Following are the region codes used :- India State Codes: Circle name Code Andhra Pradesh AP Assam AS Bihar BR ...