IVR Solutions
Voice & TelephonyRun voice automation through an IVR Solutions account, bridging agents and customers with click-to-call and managing the flows behind it. Agents connect the right person to the right caller without a manual transfer.
What This Integration Enables
IVR Solutions is Indian voice infrastructure, and that is not a footnote. It is built around the problems Indian marketplaces, lending operations, and cash-on-delivery commerce actually have: confirming an order before a delivery partner is dispatched, connecting a buyer and a seller without either learning the other's number, buying a regional DID so the call shows a local caller ID, and running a text-to-speech dialer against a template that has to pass approval before it can speak. This connector is not an AI voice product. It is the telephony plumbing underneath a sales floor, and it is opinionated about what plumbing has to do.
FlowRunner agents use it in two directions. Outbound, the agent bridges people: Make Click-to-Call rings your agent's extension first and only then dials the customer, so the customer's phone never rings into silence, and Start Masked Call puts both parties behind your own DID. Inbound and after the fact, three polling triggers pull new call logs, click-to-call logs, and dialer results as they land, which is how dispositions, keypresses, and recording links reach a CRM without anyone exporting a report. What makes the pairing worth building on is that the platform gives an agent a genuine off switch. Numbers can be loaded into a campaign that is not running. The agent can do all the preparation and leave the decision to start dialing with a person, which is the digital andon cord applied to an outbound floor.
Without FlowRunner
With FlowRunner
Use Case Scenarios
Cash-on-Delivery Confirmation Before Dispatch
Orders land in Shopify or WooCommerce marked cash on delivery. Before a delivery partner is booked, an agent loads the batch into a dialer campaign built on a call flow whose welcome message asks the buyer to press 1 to confirm and 2 to cancel. Get Dialer Logs returns each attempt with its answer status and keypresses, and the agent writes the result straight back onto the order: confirmed orders move to fulfillment, cancels are released, and no-answers roll into a second attempt window. The operations team stops calling to confirm and starts handling only the orders where the buyer said something unexpected.
Marketplace Calls Behind a Masked DID
A buyer messages a seller on the platform and asks to talk. The agent calls Start Masked Call with both numbers and your DID, and the platform rings each party in turn, showing only the DID on both handsets. In persistent mode the pairing survives, so the same two people can reconnect until the session expires without either number ever being disclosed. Get Masked Call Logs gives the trust and safety team a record of who connected, when, and for how long. If the conversation turns into a dispute, Update Masked Call Session drops the connection and the pairing is not re-established.
Lead Callback in Under a Minute
A pricing form is submitted on the website. The agent looks the number up with Look Up Caller Info to see whether this is a returning contact, resolves the right rep from Get Agents, and calls Make Click-to-Call, which rings the rep's extension first and bridges the lead once the rep picks up. The lead's phone rings with a person already on the line. Afterwards the On New Click-to-Call Log trigger fires, the agent pulls the recording reference and the disposition, and writes both onto the HubSpot record with the status the rep selected from Get Call Status Options.
Human-in-Loop Highlight
Change Dialer Status is a one-word action with a large blast radius. It starts or stops an auto-dialer campaign, and the platform begins dialing immediately against whatever numbers are already sitting in that campaign's queue. There is no draft state, no preview send, and no way to un-ring a phone. A flow that loads 4,000 cash-on-delivery orders with Add Numbers to Dialer (Bulk) and then flips the dialer on in the same run has committed to calling 4,000 people before anyone has looked at the list.
So a FlowRunner agent splits those two acts deliberately. It does everything that is reversible on its own: deduplicates against yesterday's Get Dialer Logs, confirms the template is live with Check Text Template Status, checks the campaign's calling window against local hours, and loads the queue. Then it stops and posts the actual numbers to the floor supervisor: "Campaign COD-Confirm is loaded with 3,842 orders, window 10:00 to 18:00 IST, template TPL-14 approved, 211 duplicates removed. Start dialing?" The supervisor answers, and only then does the agent call Change Dialer Status. Preparation is machine work. Turning on a system that dials thousands of strangers is not, and human-in-the-loop is how FlowRunner keeps that line where it belongs.
Agent Capabilities
64 actionsClick to Call
3- Make Click-to-Call Bridges an agent and a customer in one call. The platform rings the agent's extension first, then dials the customer and connects the two legs, with the DID shown as the caller ID. Returns a log ID for looking the call up later. Used for instant lead callback and support callbacks.
- Make Advanced Click-to-Call Bridges two phone numbers with extra control: an optional spoken intro message played to the first party, and scheduling for a later date and time. Used when a call needs a preamble or has to land inside an agreed window.
- Get Click-to-Call Recordings Retrieves recording references for bridged calls, for quality review and compliance sampling.
Number Masking
3- Start Masked Call Bridges two people through your DID without revealing either party's real number. The platform calls the first party, then the second, and each sees only your DID. In persistent mode the pairing stays alive so the same two numbers can reconnect until the session expires.
- Update Masked Call Session Updates or cancels a live masking session, identified by the DID and the first party's number. Passing a cancel action drops the connection, optionally with a message. Used by trust and safety flows when a conversation needs to end.
- Get Masked Call Logs Fetches logs for masking sessions: who connected, when, and for how long, limited to one DID and a date range. This is the audit record for a marketplace that promises both sides their number stays private.
Call Flows
2- Get Call Flows Lists every IVR call flow configured on the account with its ID, name, and description. Used to resolve a flow ID before dialing by flow.
- Create Call Flow Creates a basic IVR call flow. After the welcome message the call is transferred to an agent extension, hung up, or handed to a WSS voice bot, and an audio recording from the library can serve as the welcome message.
Auto Dialer
11- Dial by Flow Places an outbound call and plays a pre-built IVR flow to the customer, capturing the keypresses the flow defines. The call can be scheduled for later.
- Dial by Text Places an outbound call that speaks a text-to-speech message built from an approved template, filling the template's placeholders with supplied values. The call can be scheduled for later.
- Get Dialers Lists the auto-dialer campaigns on the account with their ID, name, DID, on or off status, calling window, and progress counts. Used to check what a campaign is doing before touching it.
- Add Number to Dialer Adds a single contact to an existing campaign. The contact joins the queue and is called when the dialer runs, with optional name and order ID values filling the campaign's message variables.
- Add Numbers to Dialer (Bulk) Adds up to 100 contacts to a campaign in one request, each with the phone number plus optional name and order ID variables. Used to load a batch without the campaign necessarily running.
- Change Dialer Status Starts or stops an auto-dialer campaign. The platform begins or halts dialing immediately, against whatever is already queued. This is the action to put behind a human decision.
- Get Customer Lists Lists the saved customer contact lists on the account with their name, contact count, and creation date.
- Create Customer List Creates a named customer list for grouping contacts, for example by city, product, or campaign.
- Create Text Dialer Creates an outbound text-to-speech dialer campaign with a name, DID, concurrent call count, calling window, and the template to speak. The campaign is created ready for numbers, and not yet running.
- Edit Text Dialer Updates an existing text-to-speech campaign, changing only the fields supplied: name, DID, concurrent calls, calling window, or template.
- Add Records to Dialer Adds a batch of contact records to a campaign in one request, queueing all of them for dialing.
Agents and Extensions
10- Add Agent Creates a new agent with a login and extension, provisioned and able to sign in and take calls. Used when a new hire flow reaches the telephony step.
- Set Agent Status Enables or disables an agent extension. A disabled agent cannot make or receive calls until re-enabled, which makes this the fastest way to cut off access when someone leaves.
- Update Agent DID Assigns or changes the DID tied to an agent, so outbound calls from that agent show the new number as the caller ID. Used when a rep moves region or product line.
- Get Agents Lists the agents on the account with their extensions and status. Used to resolve who is available before bridging a call.
- Get Extensions Lists every extension configured on the account with its owner and state.
- Get Extension Details Retrieves the full configuration of a single extension: settings, owner, and assigned DID.
- Deactivate Group User Deactivates the user on a group extension, so that user cannot use the extension until reactivated.
- Set Extension Expiry Sets an expiry date after which an extension auto-disables. Built for temporary agents, trials, and contractor access, and it means offboarding does not depend on someone remembering.
- Add Group User Creates a new group extension with its user and call settings: DID, call forwarding, connection flag, expiry date, KYC requirement, and a welcome recording.
- Generate Agent Login Token Generates a login token and SIP or WebRTC credentials for embedding an agent softphone in an external application.
Call Logs
9- Get Call Logs Fetches the full call history for a date range across click-to-call, dialer, and inbound calls, with status, timing, handling agent, DTMF input, and recording URL.
- Get Call Logs by Number Looks up every call log entry involving a specific phone number, for showing a contact's complete call history on their record.
- Get Click-to-Call Logs Fetches logs specific to bridged click-to-call calls, with connection status, duration, and recording URL.
- Get Click-to-Call Logs by Number Looks up click-to-call records for one number, for tracing a specific customer's callback attempts.
- Get Dialer Logs Fetches auto-dialer results: every attempted call with its answer status, keypresses, and attempt count, optionally limited to one campaign. This is where a cash-on-delivery confirmation actually comes back.
- Get Call Status Options Lists the status values that can be set on call records, such as Interested, Not Interested, or Call Back Later. Used so a flow writes a disposition the platform recognizes rather than free text.
- Update Call Note Attaches a status and note to a call record for reporting, for example logging interested, callback, or wrong number.
- Add Call Note Attaches a note and status to a specific call identified by its SIP call ID.
- Get All Call Logs (Incremental) Pulls new call logs since the last sync across all call types. Passing the last seen click-to-call, call, and dialer log IDs means only newer records return, so a warehouse sync never refetches what it already has.
DID Numbers
9- Get Linked DIDs Lists the DID numbers linked to the account with their region, status, and type.
- Get DID Regions Lists the regions where DID numbers are available to purchase, with their IDs and dialing codes.
- Search Available DIDs Searches for purchasable DIDs in a country and region, optionally matching a digit pattern, returning the matching numbers with cost and currency.
- Buy DID Purchases a DID and adds it to the account. This spends money and provisions a number against your billing, so it belongs behind a condition rather than inside a loop.
- Provision DID Provisions and configures a DID in one call: routing extension, owner details, call forwarding, connection flag, expiry date, KYC requirement, and welcome recording.
- Manage Group DID Configures a DID shared by a group or team: routing extension, call forwarding, connection flag, expiry date, and KYC requirement.
- Manage Group DID as SIP User Configures a group DID for a SIP or softphone user, provisioning the user's details and routing options on the shared number.
- Get Live DID Status Checks the live status of the account's DID numbers, showing which are active and reachable right now. Used as a pre-flight check before a campaign starts.
- Get Live DID Status (Agent) Checks live DID status in the agent's context, returning the agent's own DIDs and their current state.
Audio Library
3- Upload Audio Uploads an audio recording to the account's library for use in IVR flows. The file is fetched from a URL, accepts WAV and MP3 up to 10 MB, and is converted to the telephony format.
- Get Audios Lists all active recordings on the account, each with a ready-to-play URL.
- Remove Audio Removes a recording from the account. The recording is deactivated and no longer appears in the library.
Voice Bots
4- Get Voice Bots Lists the AI voice bots configured on the account with their IDs and metadata.
- Get Voice Bot Data Retrieves a voice bot's configuration, optionally including its training data.
- Dial by Voice Bot Places an outbound call handled by a pre-built voice bot, with an optional system prompt and opening line, schedulable for later.
- Dial by AI Voice Bot Places an outbound call answered by an AI voice bot over a WebSocket bridge. Audio streams both ways to the given WSS endpoint for real-time conversation, with speech-to-text in the chosen language, in-call transfers, and DTMF.
Text Templates
3- Create Text Template Creates a reusable text-to-speech template with variable placeholders, for use by TTS calls and dialer campaigns.
- Check Text Template Status Checks whether a template is approved and ready to use. Worth calling as a guard before launching any campaign that depends on it, because an unapproved template means a campaign with nothing to say.
- Get Text Templates Lists the account's text-to-speech templates with their names and approval status.
Contacts
5- Add Contact Saves a contact to the address book for lookups and screen-pops. An existing number is updated rather than duplicated, and sticky agent extensions pin the contact to specific agents in priority order.
- Get Contact Info Looks up a saved contact by phone number, returning stored details for caller-ID screen-pops and click-to-dial lookups.
- Get Contact Info (Agent) Looks up a contact in the calling agent's context, resolving the record as visible to the agent handling the call.
- Get Variables Lists the variable keys available for insertion into call flows and text templates. Used to validate a template before it is submitted.
- Look Up Caller Info Resolves details about an inbound caller, returning any stored contact and history for the number so a screen-pop is ready the moment the call rings.
Webhooks and CRM
2- Register Webhook URL Registers a URL that receives real-time call events: rings, answers, hangups, and DTMF. Deliveries are signed with the secret key.
- Get Lead CRM Data Fetches lead and call data formatted for CRM integration, ready to push into a sales pipeline.
Triggers
3 triggersEvent Triggers
3- On New Call Log Polls the call log endpoint and fires for each new record across inbound and outbound calls, with an optional direction filter, tracking the highest record ID between cycles so nothing is delivered twice. Used to push dispositions, durations, and recording links into a CRM as calls complete.
- On New Click-to-Call Log Polls the click-to-call log and fires for each newly completed bridged call. Used to close the loop on a callback: the rep talks, the log lands, and the agent writes the outcome onto the lead record without the rep opening another tab.
- On New Dialer Call Log Polls the dialer results and fires for each new attempt, with an optional campaign filter. This is how keypress confirmations, answer statuses, and attempt counts from a running campaign reach the order, ticket, or loan file they belong to.
Frequently Asked Questions
What can FlowRunner do with IVR Solutions?
FlowRunner agents can run Make Click-to-Call, Make Advanced Click-to-Call, and Get Click-to-Call Recordings in IVR Solutions, plus 61 more actions.
Does connecting IVR Solutions to FlowRunner require OAuth?
No. IVR Solutions connects to FlowRunner with an API key, no OAuth flow required.
Can IVR Solutions trigger a FlowRunner workflow automatically?
Yes. IVR Solutions supports 3 triggers that can start a FlowRunner workflow automatically.
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