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
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