What Happens When a Consumer Calls my Dedicated Privacy Hotline?

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When a consumer calls your dedicated privacy hotline, they will connect to our interactive voice response (IVR) system that will operate according to one of three configuration options that you may specify in the Dedicated Number tab of the dashboard:

  1. Play a greeting, take a message. This is the simplest dedicated number configuration and it is the default. When a consumer calls your dedicated number, they will hear the greeting associated with the Service Code / Menu Option that you have set as active in the Service Codes tab before being prompted to record their message (no menu choices). If more than one Menu Option is set as active, they will hear the lowest numbered Menu Option. If you have not specified a custom greeting, we will play our default greeting. 
  1. Play menu options with a synthesized voice, then a greeting, take a message. When a consumer calls your dedicated number, they will hear a synthesized voice prompting them to select from among your active Services Codes / Menu Options. The voice will read aloud the name of each Menu Option:  “For <name of service 1>, press 1. For <name of service code 2>, press 2.” etc. You can include up to 10 Menu Options. After selecting the Menu Option, the caller will hear the greeting associated with that Menu Option before being prompted to record their message.
  1. Play a custom introduction, then a greeting, take a message. This is the most flexible option, and you can use it to combine a fully branded experience with custom Menu Options. When a consumer calls your dedicated number, they will hear the special “Menu Greeting” that you must upload at the bottom of the Dedicated Number tab, not in the Greetings tab.  Your Menu Greeting should prompt consumers to enter a Menu Option. After selecting the Menu Option, they will hear the greeting associated with that Menu Option before being prompted to record their message. You can include up to 10 Menu Options by default. Contact us if you need more than 10 Menu Options. 

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