Another important aspect of IVR Studio is branching. Branching refers to a function in which multiple arrows can extend from a single node and thus create alternate pathways. The IVR call flow is then directed along a specific pathway depending on the logic and conditions you configure.
Think of a cat climbing a tree and choosing different branches based on where it wants to go. Similarly, branching in IVR Studio allows you to create multiple pathways to ensure the caller reaches the correct destination.
Let’s say you want all your incoming callers to select which department they’d like to reach during their interaction with the IVR. To achieve this, you could use IVR Studio to create a series of branching nodes extending from a Get Input node, where each branch would represent a different department. So when a caller inputs a number into their phone, the IVR will direct the caller to the department associated with the number they pressed.