Using WebIVR Applications

You can use GAAP to create WebIVR versions of your voice applications. WebIVR applications are visual and web-based, allowing you to use the same routing logic as your voice application in a web or mobile setting.

For example, you might use an application that allows customers to call in to make a payment. The WebIVR feature allows you to quickly create a WebIVR application, based on the voice application, that allows customers to use a website or mobile device to accomplish the same task.

Visual personas

WebIVR applications are based on visual personas that you enable in the Personas view. In the Persona tab, go to the persona you are using for your application and ensure the Has visual alternative check box is enabled. This allows you to use the same persona to serve both your voice application and your WebIVR application. You can customize the WebIVR persona to use prompts that are more relevant for visual interactions (for example, instead of saying "Thank you for calling," you can set your WebIVR application to say "Thank you for contacting us.")

Block behavior

All blocks in a WebIVR application function similarly to their role in a voice application. For example, a Message block plays a message in a voice application, whereas in a WebIVR application this block will simply state a message on screen (but using the visual persona). The Phone block does not transfer the interaction directly to a phone number, but it does ask the customer to dial the transfer number (and on a mobile device, customers can usually click the displayed phone number to open the device's dialler).

Warning

You cannot use custom grammars with WebIVR applications. Only standard grammars are supported.

Getting started

A good first step to prepare your WebIVR application is to go through each block in the Callflow Editor to check and define prompts and settings to ensure the visual persona is properly configured for a WebIVR application.

For example, the Welcome Message prompt below says, "Thank you for calling." However, this message does not make sense in a WebIVR application, as the customer has not dialled the voice application.

Go to the right of the Message screen and there is a persona selector. Select the visual persona.

Tip

Don't see the visual persona? Remember that you need to enable it in the Personas view.

Now you can update the message to something more appropriate for a WebIVR application.

Viewing your WebIVR application

After you have prepared your application, you can click WebIVR in the top-right corner to try it out. The WebIVR application opens in a separate window and you can click through the prompts and options as a customer would see them.

MORE INFO AND SCREENSHOTS HERE

Deploying your WebIVR application

The WebIVR application is deployed to production in the same manner as your voice application.

To use the WebIVR application, you must provide a link that customers can use to access it.

MORE INFO AND SCREENSHOTS HERE