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Inbound

The script is the inbound product

DNIS, run state, scripts, overflow, schedules, and the pause between calls.

Learn it in 5 minutes

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Inbound campaigns ยท practice ยท 12 min full read

Once the campaign answers, the IVR script is the product the caller meets. The inbound topic lists custom greetings, loops and branching, collecting information, using contact data, voicemail when the queue is long, forward to a third party, and priority.

Skill Transfer is how that script hands the caller to a queue. The community article says that after an agent is connected, the IVR script is complete. A module after Skill Transfer is not a second conversation with the same caller.

Visual

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From greeting to agentHelloThe Play or Menugreeting runs.CallerBranchDigits or speech pick apath.IVRDataA lookup can read thecontact.IVRQueueSkill Transfer placesthe caller.IVRAnswerThe script is complete.AgentElseVoicemail or athird-party forward isIVR

From the inbound campaign topic.

Worked example

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One script, three exits

Sketch greet, skill, and voicemail.

  1. Name the greeting
  2. Name the skill
  3. Name the overflow

There is no module pretending to run after the agent is connected.

Quiz

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After Skill Transfer connects an agent, the script
Long queue options named in the inbound topic include
Priority of inbound traffic is
Contact data in the IVR is
Loops and branching belong to

Sources and go deeper

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  • Inbound campaigns. vendor. last checked 2026-10.
  • Skill Transfer functions. community. last checked 2026-10.
  • Interactive voice response. wikipedia. last checked 2026-10.
  • confirm. A post-call survey exists as a campaign-admin topic title in the docs tree. This lesson does not describe its screens. Open that topic before you design one. last checked 2026-10.

Ecosystem

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Glossary. IVR module: A named block in the IVR Administrator's Guide, such as Menu, Play, If/Else, or Skill Transfer. IVR modules

Sister technologies. Salesforce IVR module. A script module, including SFDC Einstein. Different from the desktop adapter. IVR modules

Config. Sketch greet, skill, and voicemail.

Troubleshooting. The designer placed Play after Skill Transfer and expected it to run for the connected caller. Put surveys in a path that is actually reached, such as a callback or a separate process you have verified.

Cross-platform bridge. A mapping to another PBX or contact center is a teaching bridge. It is not an import button.

Future hook. The guide's cloud endpoint stays unset. Confirm before relying on a dated catalog or a case-study number.

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