Start Node

The entry point for your call flow - greets callers and routes them into your IVA.

Overview

The Start Node is the mandatory first node in every IVA flow. When a caller dials your assigned phone number, the Start Node delivers a welcoming greeting message and then routes the call to the next node in your flow. Every flow must have exactly one Start Node.

Configuration

Phone Number

Type: select Required: No (but needed for live calls)

Select a phone number from your available numbers to assign to this flow. When callers dial this number, they will enter your IVA flow.

• Numbers already assigned to other flows are not shown
• Select “Unassign phone number” to remove the current assignment
• Select ”+ Add new number” to purchase additional numbers in Settings

Example:

+1 (555) 123-4567

Greeting Message

Type: text Required: Yes

The first message callers hear when they connect. This is spoken by your HD voice synthesis engine before the call proceeds to the next node.

Tips for effective greetings:

• Keep it brief and welcoming (15-30 seconds, approximately 50-150 characters)
• Clearly identify your business or service
• Set expectations for what the caller can do
• Use a friendly, professional tone
• End with a clear call-to-action

Example:

Thank you for calling Acme Support. How can I help you today?

Title

Type: text Required: No Default: Start Node

A descriptive name for this node, visible on the canvas. Use this to identify the node in complex flows.

How It Works

1. Caller dials your number - The phone number assigned to this Start Node receives an incoming call
2. Greeting plays - The HD voice synthesis engine speaks your greeting message to the caller
3. Call routes forward - After the greeting completes, the call proceeds to the connected node

The greeting cannot be interrupted by the caller - it plays in full before the conversation begins.

Connection Rules

The Start Node enforces a single outgoing connection. If you try to add a second connection, the system will prevent it.

Examples

Basic Greeting

A simple, professional greeting for a small business:

Configuration:

• Greeting Message: Hi, thanks for calling Smith's Auto Shop. What can I help you with today?
• Phone Number: Your assigned business number

This greeting is brief (under 10 seconds), identifies the business, and invites the caller to speak.

Detailed Welcome

A more comprehensive greeting that sets expectations:

Configuration:

• Greeting Message: Welcome to City Medical Center. I can help you schedule appointments, request prescription refills, or answer questions about our services. How may I assist you?
• Phone Number: Your assigned number

This greeting takes about 15 seconds and tells callers what options are available.

After-Hours Message

A greeting designed for after-hours calls:

Configuration:

• Greeting Message: Thank you for calling Sunrise Dental. Our office is currently closed. I can help you leave a message for our team or provide information about our hours and location. What would you like to do?
• Phone Number: Your after-hours number

Best Practices

• Keep it brief - Callers appreciate quick access to help. Aim for 15 seconds or less.
• Identify your business - Always mention your company name so callers know they reached the right place.
• End with a question - Phrases like “How can I help?” naturally prompt callers to speak.
• Match your brand voice - Use language that reflects your company’s personality.
• Avoid jargon - Use simple, clear language that everyone understands.
• Test with real callers - Listen to how your greeting sounds in actual calls.

Common Issues

”Start node requires greeting message”

Solution: Add a greeting message in the Greeting Message field. The greeting cannot be empty.

Greeting gets cut off

Solution: If your greeting seems to end abruptly, ensure the full text is in the Greeting Message field. Very long greetings (over 200 characters) may need to be shortened for better caller experience.

Phone number not connecting calls

Solution: Verify that:

1. The phone number is assigned to this flow
2. The flow is published and active
3. The Start Node is properly connected to the next node

Caller can’t interrupt the greeting

Note: This is expected behavior. The greeting plays in full before the caller can speak. Keep greetings brief if quick interaction is important.

Related Nodes

• Query Processor - Typically connected after Start to analyze caller intent and route intelligently
• FAQ Loader - Load FAQ data before routing to Query Processor
• TTS Response - Add additional spoken messages after the greeting
• End Node - Terminate the call with a farewell message