## Documentation Index Access the complete documentation index at: https://www.zoho.com/bh/books/help/llms.txt Use this file to discover all available documentation pages before proceeding. # Bird IVR Extension [Bird](https://bird.com/) is an AI-powered CRM platform for marketing, payments, and customer service. It lets you send messages through Email, SMS, WhatsApp, and Voice. ## How Bird IVR Extension Works After you install the Bird IVR extension in your Zoho Books organisation, you need to create templates based on the information you want to convey to your customers. Next, create custom actions and associate the required templates with them. Lastly, create workflow rules and associate the custom actions with these rules to schedule the IVR calls at your preferred times. For example, you can create custom IVR messages to remind customers about overdue invoices or invoices approaching their due dates, and schedule the calls at your preferred times. * * * ## Benefits of Using the Extension * Create custom IVR messages to inform your customers about invoices, sales orders, promotions, and any other information. * Create different templates based on the information you want to convey to your customers. * Schedule calls at your preferred times, ensuring timely delivery of important updates to your customers. * * * ## Install the Bird IVR Extension To install the Bird IVR extension in Zoho Books: * Go to **Settings** in the top right corner of the page. * Click **Marketplace** under _Integrations & Marketplace_. * Click the search bar on the right side of the _All Extensions_ tab. * Enter **Bird IVR** in the search bar and select the extension from the dropdown. * Click **Install**. * Agree to the terms and conditions, and the privacy policies, of Zoho Marketplace and the vendor. * Click **Install**. * Agree to the terms and conditions specified and click **Next** on the following page. * Authorise the _Zoho Finance - Bird IVR_ and _Bird IVR - Zoho Finance_ connections. Click **Skip for Now** if you want to authorise them later. **Note:** If you skip this step, you must authorise the connections later to use the extension. To authorise, navigate to **Settings** > **Integrations & Marketplace** > **Installed Extensions** > **Bird IVR** > **View details**. Click **Continue Installation** in the banner at the top of the page. * To authorise the **Zoho Finance - Bird IVR** connection: * Click **Connect** next to the connection. * Click **Connect** again on the following page. * The connection will require access to certain data in your Zoho Books organisation. Click **Accept** to provide access. * To authorise the **Bird IVR - Zoho Finance** connection: * Click **Connect** next to the connection. * Enter the **Access Key**. Type AccessKey followed by a space and then the access key generated from your Bird account. For example, AccessKey xxxx. **Note**: You need to create the access key from your Bird account. To create an API access key, [log in](https://app.bird.com/auth/login) to your Bird account > click your **Profile** in the bottom left corner > **Profile Settings** > **Security** > **Add new security key** > fill in the details and click **Save**. Copy the access key generated, as you won’t be able to view it again. * Click **Next** after you’ve authorised both the connections. * Enter the **Bird Workspace ID** and **Bird Voice Channel ID**. **Note:** * You need to create a workspace in your Bird account to get the workspace ID. To create a workspace, [log in](https://app.bird.com/auth/login) to your Bird account > click your **Profile** on the bottom left sidebar > **Profile Settings** > **Organisation** > **Workspaces** > **Create new workspace** > fill in the details and click **Create workspace**. Click the workspace and copy the ID from the **Workspace ID** field. * You need to create the voice channel from your Bird account. To create a channel, [log in](https://app.bird.com/auth/login) to your Bird account > click **Home** on the left sidebar > click **Developer** > **Voice** > **Voice Setup** > **All channels** > **Add new channel** > fill in the details and click **Install**. Click the **Copy** icon next to the channel to copy the channel ID. * Click **Install Extension**. * * * ## Create Custom Actions To send IVR messages to your customers, you need to create [Custom Actions](/books/developer/extensions/custom-actions.html). Here’s how: * Go to **Settings** in the top right corner of the page. * Click **Workflow Actions** under _Automation_. * Click **Bird IVR Notifications** in the _Workflow Actions_ pane. * Click **\+ New Bird IVR Action** in the top right corner. * Enter the **Action Name** and **Description**. * Select the _Module_ for which you’re creating the custom action. You can choose from **Customers**, **Sales Orders**, and **Invoices**. * Select the required **Template**, and the IVR message will be auto-populated. You can edit the message by clicking **Edit Template**. * Click **\+ New Template** to create a new template. Fill in the following: * Enter the **Template Name**. * Enter the _IVR Message_. You can customise the message by adding placeholders. Click **Insert Placeholders** and select the required ones. * You can also use Zia to generate the IVR message. Click the **Generate With Zia** icon. * In the pop-up, enter your prompt (describe the IVR message you want Zia to generate) and click **Generate Content**. Zia will generate the IVR message based on your prompt. * If you’re satisfied with the content, click **Insert**. If you want a different version, click the **Regenerate** icon next to _Insert_. * You can also change the **Tone** and shorten or expand the content. * Select the **IVR Voice**. * Click **Make Test IVR Call** if you want to check how the message sounds. Enter the mobile number with the country code, and click **Initiate Call**. * Click **Save** to save the template. * Click **Save** to save the custom action. * * * ## Create Workflow Rules To send IVR messages to your customers, you need to create [Workflow Rules](/bh/books/help/settings/automation.html#create-a-new-workflow-rule) and associate them with the required custom actions. Here’s how: * Go to **Settings** in the top right corner of the page. * Click **Workflow Rules** under _Automation_. * Click **\+ New Workflow Rule** in the top right corner. * Enter the **Workflow Rule Name** and **Description**. * Select the **Module** for which you’re creating the workflow rule. Ensure that you select the same module you chose while creating the custom action. * Click **Next**. * Fill in the required details in the **Workflow Rule Execution Condition** section. * If you want to send the IVR message to your customers based on their time zones, select **Customer’s Time Zone** in the _Time Zone_ field. * Click **\+ New Criterion**. Click **Yes** if you want to add criteria and fill in the required details, or click **No**. * Click **\+ Immediate Actions**. Choose **Bird IVR Notifications** as the _Type_ and select the required custom action from the _Name_ dropdown. * Click **Save**. * * * ## View IVR Call Logs You can view a log of the IVR calls initiated. Here’s how: * Click **Bird IVR Logs** under _Custom Modules_ on the left sidebar. A log of the IVR calls will be available. * Click the status of a log to view more details. You’ll be redirected to your Bird account. * If an IVR call fails, its status will show _Failed_ and the reason will appear in the **Failure Reason** column. **Note:** If an IVR call fails due to an issue with your Bird account credentials, the reason will not appear in the **Failure Reason** column. It’ll be available in the logs in your Bird account. * * * ## Uninstall the Bird IVR Extension If you don’t want to use the Bird IVR extension, you can uninstall it. Here’s how: * Go to **Settings** in the top right corner of the page. * Click **Marketplace** under _Integrations & Marketplace_. * Click the **Installed Extensions** tab. * Click **View details** next to _Bird IVR_. * Click **Uninstall** in the top right corner of the page. * Click **Yes** in the pop-up that appears.