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Each IVR action is a class extending BaseAction from automation/abstracts. They share the same execution shape: validate(config) → execute(context) → ActionResult — result.data.twiml is the rendered TwiML, result.nextStepId advances the flow (or stays null while the action waits for caller input).

Source folder: appengine/src/automation/actions/ivr/.

ivr_speak

Reads a text-to-speech message to the caller.

{
  "actionType": "ivr_speak",
  "config": {
    "message": "Hello {{caller}}, welcome to Acme.",
    "voice": "Polly.Joanna-Neural",
    "language": "en-US",
    "nextStepId": "menu"
  }
}

Field	Type	Description
message*	string	TTS text. Max 4096 characters. Supports `{{variable}}` interpolation.
voice	string	Twilio voice id. Defaults to `Polly.Joanna`. See the README for the full Polly / Google list.
language	string	BCP-47 tag. Defaults to `en-US`.
nextStepId	string	Step to run next. If omitted, the call ends after the message.

ivr_collect_input

Gathers DTMF digits or speech.

{
  "actionType": "ivr_collect_input",
  "config": {
    "prompt": "Please enter your 5-digit account number.",
    "inputType": "dtmf",
    "numDigits": 5,
    "timeout": 8,
    "saveAs": "accountNumber",
    "nextStepId": "lookup",
    "onTimeout": "voicemail"
  }
}

Field	Type	Description
prompt*	string	What the caller hears before the prompt opens.
inputType	string	`dtmf` (default) \| `speech` \| `dtmf speech`.
numDigits*	number	Required for `dtmf` input.
timeout	number	Seconds to wait before triggering `onTimeout`. Defaults to 5.
saveAs*	string	Variable name for the captured value.
nextStepId	string	Step to run after capture.
onTimeout	string	Step to run on timeout. If omitted, the call ends.

ivr_menu

Plays a menu and routes by digit.

{
  "actionType": "ivr_menu",
  "config": {
    "greeting": "For sales press 1, for support press 2.",
    "saveAs": "selection",
    "options": [
      { "digit": "1", "label": "sales",   "nextStepId": "sales" },
      { "digit": "2", "label": "support", "nextStepId": "support" }
    ],
    "timeout": 5,
    "onTimeout": "voicemail"
  }
}

Field	Type	Description
greeting*	string	Menu prompt. Each option's `Press {digit} for {label}` is appended automatically.
options*	array	At least one option. Each: `{ digit, label, nextStepId, speechKeywords?, announcement? }`.
saveAs*	string	Variable that captures the chosen digit.
timeout	number	Seconds. Default 5.
onTimeout	string	Step to run on timeout.

ivr_transfer

Hand off to a phone, agent, or queue.

{
  "actionType": "ivr_transfer",
  "config": {
    "transferType": "phone",
    "to": "+14155550100",
    "record": true,
    "announcement": "Connecting you now."
  }
}

Field	Type	Description
to*	string	Destination — phone number, queue name, or agent client identity.
transferType	string	`phone` (default) \| `agent` \| `queue`.
agentIdentity	string	Required when `transferType: 'agent'`. The Twilio Client identity to dial (`user:email`).
queueName	string	Used with `transferType: 'queue'`. Defaults to `general`.
record	boolean	Record the call leg. Defaults to `true`.
announcement	string	Played to the caller before the dial.

Transfer ends the flow — nextStepId is ignored.

ivr_forward

Ring multiple targets. More flexible than ivr_transfer for ring groups.

Field	Type	Description
targets*	array	List of `{ type: 'phone'\|'agent'\|'queue'\|'sip', value: string, label?: string }`.
ringMode	string	`simultaneous` (default) \| `sequential`.
ringDuration	number	Seconds per attempt. Default 20.
callerId	string	Override the caller ID shown to ringing devices.
whisperEnabled	boolean	Play `whisperMessage` to the answering target before bridging.
screeningEnabled	boolean	Require keypress to accept the call.
greeting	string	Played to the caller before ringing starts.
fallback	string	`voicemail` \| `ai-assistant` \| `automation` \| `hangup`. Used when no one answers.

ivr_record

Records a single chunk of caller audio.

Field	Type	Description
saveAs*	string	Variable for the recording URL.
prompt	string	Played before recording starts.
maxLength	number	Seconds. Default 120.
transcribe	boolean	Default `true`.
finishOnKey	string	DTMF that ends recording. Default `#`.
nextStepId	string	Step to run after recording.
onTimeout	string	Step to run if no audio captured.

Result variables: {saveAs} (URL), {saveAs}_duration, {saveAs}_transcription if transcribed.

ivr_voicemail

Recording with greeting, transcription, and notifications baked in.

Field	Type	Description
greeting	string	Voicemail greeting. Has a default.
maxLength	number	Seconds. Default 120, max 600.
transcribe	boolean	Default `true`.
playBeep	boolean	Default `true`.
timeout	number	Silence timeout to stop recording. Default 10.
finishOnKey	string	Default `#`.
notifyEmail	string	Email to notify with the message + transcript.
notifyPhone	string	Phone to notify via SMS.
nextStepId	string	Optional step after the recording webhook returns.

Stored in S3, linked to a voicemail (or call_log) record. Notifications go through Broadcast.

ivr_play_audio

Plays an audio file URL.

Field	Type	Description
url*	string	Direct URL to MP3 / WAV.
loop	number	Times to repeat. Default 1.
nextStepId	string	Step to run after playback.

ivr_send_sms

Sends an SMS during the call. Doesn't pause the call leg.

Field	Type	Description
message*	string	SMS body. Max 1600 chars.
to	string	Defaults to `{{caller}}`.
from	string	Defaults to `{{calledNumber}}`.
announce	boolean	Speak `announceMessage` first.
announceMessage	string	Default: "We are sending you a text message with more information."
nextStepId	string	Step to run after the SMS is queued.

ivr_send_email

Sends an email during the call. Goes through the org's email provider via the Broadcast module.

Field	Type	Description
to*	string	Recipient.
subject*	string	Subject.
body	string	HTML body. Required if `template` not set.
template	string	Template id. Required if `body` not set.
from	string	Override sender. Defaults to org default.
nextStepId	string	Step to run after queue.

ivr_ai_assistant

Hands the call to the voice assistant via <Stream>.

{
  "actionType": "ivr_ai_assistant",
  "config": {
    "assistantId": "assistant-abc",
    "greeting": "Hi! I'm Acme's virtual assistant. How can I help?",
    "handoffMessage": "Connecting you to our assistant.",
    "context": "Caller is a high-priority customer. Reference: ABC-12.",
    "fallbackStepId": "voicemail"
  }
}

Field	Type	Description
assistantId*	string	The `ai_assistant` record id.
greeting	string	First line the AI says (overrides `onboardingPrompt`).
handoffMessage	string	Played to the caller before the WebSocket opens.
context	string	Free-text appended to the assistant's system prompt.
phoneConfigId	string	Phone routing record id, used to load IVR context for the AI.
fallbackStepId	string	Step to run if the WebSocket fails to open.
fallbackMessage	string	Spoken before hangup if no fallback step.

The action's TwiML opens <Connect><Stream url="wss://.../simple-voice/stream/{orgId}/{assistantId}?caller=..."> — see Voice streaming.

ivr_twilio_pay

PCI-compliant payment via Twilio Pay.

Field	Type	Description
amount*	string\|number	Charge amount.
currency*	string	ISO currency code.
paymentConnector*	string	Pay connector name configured in Twilio (Stripe, Braintree, etc.).
description	string	Charge description. Default `Payment`.
saveAs	string	Variable for result. Default `paymentResult`.
prompt	boolean	Play default Twilio Pay prompts.
onFailure	string	Step to run if payment fails or is cancelled.
nextStepId	string	Step to run on success.

Result variables: {saveAs} (full result), {saveAs}_confirmation (confirmation code), {saveAs}_error.

ivr_hangup

Ends the call.

Field	Type	Description
message	string	Optional last message before hanging up.

No nextStepId — terminal.

IVR actions reference