When a requestor calls via IVR, in addition to their PIN they’re prompted to enter a unique numeric value — the key. In the platform, calls from that requestor display the associated value (for example, the requestor’s name, department, or employee ID).
Note: Key Value Pair questions are only asked for IVR calls — they aren’t asked for web or mobile-app requests, and they’re skipped in operator intake.
Create a Key Value Pair field
Navigate to Configuration>Company>Customize>Custom Forms and Fields>Fields.
Select Key Value Pair as the field type and give the field a name/label.
Optionally add a description and an error message to show when an incorrect key is entered.
Select +Add New Option and enter the acceptable key-value pairs.
Select Create Field.
To use the field, add it to the relevant Pre-call form policy.
Note: If the key entered doesn’t match a preset value, the call isn’t placed. The Key Value Pair field is required by default and always included in IVR. The numeric key allows up to 15 characters; the value up to 128.
Next steps / Getting more help
For LSC admins: if a valid key is being rejected, confirm the key-value options on the field and that it’s added to the requestor’s pre-call policy, then reach out to Boostlingo Support with the account name. If you’re unsure how to reach Support, contact your Account Manager.
See also
The “Creating a custom field and field types explained” guide in the Custom Fields and Forms documentation
The “Create a Pre-call Policy” guide in the Custom Fields and Forms documentation