IVR Flows

Overview

IVR (Interactive Voice Response) flows drive incoming WhatsApp voice calls. A flow is stored per WhatsApp account as a v2 flow graph in the menu field: { version: 2, nodes, edges, entry_node }. When a call connects, the calling engine walks the graph starting from entry_node, playing greetings, collecting DTMF digits, making HTTP callbacks, and routing callers to agent teams.

Note

IVR flow endpoints require the ivr_flows permissions: ivr_flows:read to view, ivr_flows:write to create/update and upload audio, and ivr_flows:delete to delete.

Flow graph structure

The menu object is a directed graph:

Field	Type	Description
version	integer	Must be 2
nodes	array	Flow nodes (see below)
edges	array	Connections between nodes, each { from, to, condition }
entry_node	string	ID of the node where execution begins (required when nodes is non-empty)

Each node has the shape:

{
  "id": "node-1",
  "type": "greeting",
  "label": "Welcome",
  "position": { "x": 100, "y": 100 },
  "config": { "greeting_text": "Welcome to Acme support" }
}

Node types:

Type	Purpose
greeting	Play an audio prompt or text-to-speech greeting
menu	Play a prompt and collect a single DTMF digit to branch on
gather	Collect a sequence of DTMF digits (e.g. an account number)
http_callback	Make an HTTP request and branch on the response
transfer	Route the call to an agent team
goto_flow	Jump to another IVR flow (terminal)
timing	Branch on business hours
hangup	End the call (terminal)

Edge conditions select which outgoing edge is followed: default, digit:N (e.g. digit:1), timeout, max_retries, http:2xx, http:non2xx, in_hours, out_of_hours. Terminal nodes (goto_flow, hangup) must not have outgoing edges.

Tip

If text-to-speech is configured on the server, any node with a non-empty greeting_text in its config has audio generated automatically on save, and the resulting filename is stored back in the node’s config.audio_file. Without TTS, upload audio files and reference them instead.

List IVR Flows

Retrieve IVR flows for your organization, most recent first. Paginated.

GET/api/ivr-flows

Query Parameters

Parameter	Type	Description
account	string	Filter by WhatsApp account name
page	integer	Page number
limit	integer	Results per page

Response

{
  "status": "success",
  "data": {
    "ivr_flows": [
      {
        "id": "uuid",
        "organization_id": "uuid",
        "whatsapp_account": "Main Business",
        "name": "Support IVR",
        "description": "Main support menu",
        "is_active": true,
        "is_call_start": true,
        "is_outgoing_end": false,
        "menu": {
          "version": 2,
          "entry_node": "node-1",
          "nodes": [],
          "edges": []
        },
        "welcome_audio_url": "",
        "created_by_id": "uuid",
        "updated_by_id": "uuid",
        "created_at": "2024-01-01T00:00:00Z",
        "updated_at": "2024-01-01T00:00:00Z"
      }
    ],
    "total": 3,
    "page": 1,
    "limit": 20
  }
}

Get IVR Flow

Retrieve a single IVR flow with its full graph.

GET/api/ivr-flows/{id}

Response

Returns a single IVR flow object (same shape as the list items above), with created_by and updated_by user objects preloaded.

Create IVR Flow

Create a new IVR flow. The graph is validated and, if TTS is available, greeting audio is generated.

POST/api/ivr-flows

Request Body

{
  "whatsapp_account": "Main Business",
  "name": "Support IVR",
  "description": "Main support menu",
  "is_active": true,
  "is_call_start": true,
  "is_outgoing_end": false,
  "welcome_audio_url": "",
  "menu": {
    "version": 2,
    "entry_node": "node-1",
    "nodes": [
      {
        "id": "node-1",
        "type": "greeting",
        "label": "Welcome",
        "config": { "greeting_text": "Welcome to Acme support" }
      }
    ],
    "edges": []
  }
}

Field	Type	Required	Description
name	string	Yes	Flow name
whatsapp_account	string	Yes	Name of the WhatsApp account the flow belongs to
description	string	No	Flow description
is_active	boolean	No	Whether the flow is enabled
is_call_start	boolean	No	Use this flow as the entry point for incoming calls on the account. Setting it unsets any other call-start flow for the same account
is_outgoing_end	boolean	No	Run this flow at the end of outgoing calls on the account. Setting it unsets any other on the same account
menu	object	No	The v2 flow graph. Validated for structural correctness
welcome_audio_url	string	No	Optional welcome audio URL

Caution

If the server has no text-to-speech configured and the graph contains a node with greeting_text, the request is rejected — upload audio files instead.

Response

Returns the created IVR flow object.

Update IVR Flow

Update an existing IVR flow. Supports partial updates — empty fields are not applied, so you can toggle is_active without resending the whole menu.

PUT/api/ivr-flows/{id}

Request Body

Accepts the same fields as Create IVR Flow. The boolean toggles (is_active, is_call_start, is_outgoing_end) are always applied; name, description, menu, welcome_audio_url, and whatsapp_account are applied only when non-empty.

Response

Returns the updated IVR flow object.

Delete IVR Flow

Soft-delete an IVR flow.

DELETE/api/ivr-flows/{id}

Response

{
  "status": "success",
  "data": {
    "message": "IVR flow deleted"
  }
}

Upload IVR Audio

Upload an audio file for use as an IVR greeting or prompt. The file is transcoded to OGG/Opus (48kHz mono) for WebRTC compatibility. Send as multipart/form-data with the file under the file field.

POST/api/ivr-flows/audio

Note

Maximum file size is 5MB. Accepted formats include OGG/Opus, MP3, AAC, M4A, WAV, WebM, and FLAC.

Response

{
  "status": "success",
  "data": {
    "filename": "a1b2c3d4-....ogg",
    "mime_type": "audio/mpeg",
    "size": 204800
  }
}

Use the returned filename as the audio_file value in a node’s config.

Serve IVR Audio

Serve a previously uploaded IVR audio file. Returns the raw audio bytes with the appropriate Content-Type.

GET/api/ivr-flows/audio/{filename}

Response

The audio file body (not a JSON envelope).

See Also

• Calling - WhatsApp voice calling, the IVR flow builder, transfers, and recording