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Exception Node

Node

Exception Node

Description

The Exception Node is a special-purpose node used to define a fallback flow in case of unhandled or unexpected errors during the IVR execution. It ensures that even if the main flow encounters a failure (e.g., API error, misconfiguration, timeout), the caller experience remains smooth and guided.

Purpose

  • To gracefully handle unexpected errors in the IVR

  • To ensure that the caller is not left in a dead-end or loop

  • To improve user experience and system reliability

Behavior

  • Exception Node is separated from the main call flow

  • It is directly connected to the Start Node

  • If any runtime error or failure occurs during the IVR, the system jumps to this node’s flow

  • You can design any number of actions after this node — e.g. play a prompt, log the issue, call an API, transfer the call, etc.

Use Cases

  • Play a message like: “We’re experiencing issues. Please try again later.”

  • Log the failure using an API or store the session data

  • Redirect the user to an agent or exit gracefully

  • Track IVR stability metrics by logging exceptions

Usage Notes

  • Only one Exception Node should be used per IVR design

  • It must be connected directly to the Start Node

  • It should not be part of the regular call flow path

Flow Example 

├── Main IVR Flow ➝ Nodes ➝ Deploy
└── Exception Node ➝ Prompt ➝ API Call ➝ Hangup
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Best Practices

  • Always include an Exception Node in IVR, by design Exception node is mandatory.

  • Keep the fallback prompt clear and courteous

  • Log error details to help with diagnostics and monitoring

  • Avoid looping users back to main flow from the exception branch