IVR / Call-Flow builder
Build the Verified Call Trees end users navigate.
A Verified Call Tree is a structured representation of a company's IVR phone tree. The IVR builder in the Admin Dashboard lets you author it as a tree of departments, each with their own phone numbers, navigation steps, and metadata.
Structure of a call tree
A call tree is a recursive tree of departments. Each node has:
| Field | Purpose |
|---|---|
| Title | Display name (e.g. Customer Service, Billing). |
| Phone number | Department-specific number, when known — bypasses the IVR. |
| Wait time | Estimated hold queue length (in minutes). |
| Best time to call | When hold queues are shortest (e.g. Tue/Wed 8–10am ET). |
| Risk level | low, medium, or high — flags departments handling binding actions. |
| Confidence | 0.0–1.0 — how reliable the navigation steps are. |
| Agent script | Optional script for the user to follow once they reach an agent. |
| Steps | Ordered list of navigation actions to reach this department. |
| Children | Subdepartments (e.g. Billing → Disputes). |
Step actions
Each step in a path has a typed action:
dial— dial a phone number.press— press a digit (1,2,*,#).say— say a phrase (modern voice-prompt IVRs).wait— wait N seconds for a prompt to finish.request_representative— say "operator" / "agent" / "representative".
Steps are typed (not free-text) so the Voice Concierge can read them aloud in time with the IVR prompts the user is hearing.
Versioning
Every save publishes a new version of the call tree. The current version is what users see by default. Old versions are kept indefinitely for audit and rollback.
When a tree changes, all steps in the new version start at the same confidence the previous version had — admins drop confidence manually if they're unsure the changes are correct, or users re-verify by following the flow successfully.
AI-suggested trees
For companies without a curated tree, Claude generates a best-guess tree
from public sources. These start at confidence 0.6 with a ai_generated
chip. Admins can edit and promote them to curated (admin_curated,
confidence 0.95+).
Validation
Before save, the editor validates:
- Every leaf has at least one step (no empty paths).
- Phone numbers are valid format (E.164 or North American formats).
- No cycles in the children tree.
- Confidence values are in range.
Related
- Verified Call Trees (end-user) → — what users see.
- Voice Concierge → — uses tree steps during live calls.