Trigger: IVR Abandoned Before Selection

The IVR Abandoned Before Selection trigger fires when a caller hangs up while inside an IVR menu (an automated phone menu with options), without pressing any key or without finishing the menu path.

When to use it

• Automatically call the person back or schedule a callback.
• Send a follow-up WhatsApp message: "We saw you called — how can we help?"
• Measure your IVR's quality: if many callers abandon at the same node, the menu is probably confusing.

Requirements

The IVR module with at least one menu configured, and the Call triggers category enabled on your plan (calling feature).

Filters available

• Specific channel.
• Direction (always inbound for this case).

Variables available

• $ivr.last_node_id, $ivr.last_node_type: where the caller was when they hung up
• $call.id, $call.from, $call.to, $call.duration, $call.status
• Contact variables tied to the calling number

How to build it

1. Go to Workflows → New workflow.
2. Drag a Trigger node → pick IVR Abandoned Before Selection (under Call triggers).
3. Filter by channel if you run several phone lines.
4. Add an action like Notify team or a delay + callback attempt.
5. Save and activate.

Example

Workflow "Recover IVR abandons": fires on any voice channel → Notify team: 📞 {{call.from}} hung up at IVR node {{ivr.last_node_id}} without picking an option.

Tips

Cross-reference $ivr.last_node_id with your menu design to spot exactly where most people abandon, then simplify it.

Troubleshooting

If the Call triggers category doesn't show up in the palette, your current plan doesn't include calling/IVR — contact support to enable the feature.