IVR & Call Flow Configuration - Documentation

The IVR (Interactive Voice Response) system allows you to create automated menus that route callers based on their input.

Creating an IVR Menu

Navigate to Telephony > IVR

Click "Create IVR"

Configure the welcome greeting (text-to-speech or upload audio file)

Define menu options:

Press 1: Route to Sales Queue

Press 2: Route to Support Queue

Press 3: Route to Billing

Press 0: Speak to an operator

No input: Repeat the menu

Create nested menus for complex routing:

Level 1: Main menu (Sales, Support, Billing)

Level 2: Sub-menu (e.g., Support > Technical, Account, General)

Level 3: Further refinement if needed

Route calls differently based on time:

Business Hours: Route to live agents

After Hours: Play a message and offer voicemail

Holidays: Custom greeting with emergency contact info

For multilingual operations:

Offer language selection as the first IVR option

Route to agents with matching language skills

Play announcements in the selected language

Keep menus short (maximum 4-5 options per level)

Put the most common option first

Always offer an option to reach a live agent

Test your IVR by calling in as a customer

Update greetings for holidays and special events