Building an Interactive Voice Response (IVR) System

What is an IVR System?

An Interactive Voice Response (IVR) system is an automated telephony technology that allows incoming callers to interact with your business through keypad inputs or voice commands. It presents callers with pre-recorded or text-to-speech menu options, guiding them to the appropriate department, agent, or self-service action without requiring immediate human assistance. Within your CRM, IVR systems are built and managed using workflows, enabling sophisticated, automated call handling.

Key Benefits of Using IVR

• Efficient Call Routing: Directs callers to the correct person or team instantly, reducing wait times and improving the customer experience.
• Increased Agent Productivity: Automates initial call sorting, freeing your team to focus on complex conversations and tasks that require a personal touch.
• 24/7 Availability: Provides basic information and routing options to callers outside of normal business hours.
• Customized Caller Experience: You can tailor messages, menu options, and routing logic to match your brand and operational needs.
• Seamless Automation: Integrates directly with your CRM's workflow tools, allowing IVR interactions to trigger follow-up tasks, contact updates, or other automated actions.

Configuring IVR Using Workflows

You can set up an IVR in your CRM in two primary ways: by using a pre-built workflow recipe for a faster start, or by constructing a custom workflow from the ground up for full control.

Method 1: Using the IVR Workflow Recipe (Faster Setup)

This method is ideal for getting a standard IVR system running quickly with a foundational structure already in place.

1. Navigate to the Automation section of your CRM.
2. Click Create Workflow.
3. Select the option to use a recipe.
4. Choose the IVR Workflow recipe from the available list. This will load a workflow with common triggers and actions pre-configured.
5. Customize the loaded recipe:
   • Set the Trigger: In the workflow's trigger settings, select the specific phone number that will activate this IVR when it receives an inbound call.
   • Customize Messages: Edit the "Say/Play Message" actions to update the greeting and menu options, using either text-to-speech or your own audio recordings.
   • Define Routing Logic: Modify the conditions that check for caller keypad input (e.g., "If caller presses 1") and the subsequent "Connect Call" or "Record Voicemail" actions to route calls to your desired destinations (like specific users, teams, or voicemail boxes).
6. Once your adjustments are complete, Save and Publish the workflow to activate your IVR system.

Method 2: Creating an IVR Workflow from Scratch (Full Customization)

Building an IVR from scratch is recommended if you have unique routing requirements or want to understand and control every aspect of the call flow.

1. Access the Workflow Builder: Go to Automation and click Create Workflow. Then, choose the option to Start from scratch.
2. Set the Workflow Trigger: Add a trigger to the canvas. Search for and select the Inbound Call trigger. In its settings, designate the phone number that will start this IVR workflow.
3. Add a Welcome Message: Drag an Action onto the canvas after the trigger. Search for and add the Say/Play Message action. Configure it to deliver your initial greeting and present the caller with their menu options (e.g., "Press 1 for Sales, press 2 for Support").
4. Collect Caller Input: Add the Gather Input action after your welcome message. This action will listen for the caller's keypad press.
5. Route Based on Input: After the Gather Input action, add a Condition step. Set this condition to check the value of the caller's input. You will create multiple branches from this condition (e.g., one branch for "Input = 1", another for "Input = 2").
   • On each branch, you can add actions like another Say/Play Message for a sub-menu, a Connect Call action to transfer to a user or ring group, or a Record Voicemail action.
6. Handle Unanswered or Failed Calls: Consider adding conditions that check the status of a Connect Call action (e.g., "If call was not answered") to route the caller to a voicemail or a final message.
7. Continue building out your desired call path logic. When finished, Save and Publish your workflow.

Core IVR Workflow Components

• Trigger - Inbound Call: Activates the workflow when a call is received on your chosen number.
• Action - Say/Play Message: Plays audio prompts to the caller, either from a text-to-speech engine or a pre-recorded file.
• Action - Gather Input: Listens for and captures the caller's keypad press (DTMF tone).
• Condition - Map Caller Input: Evaluates the captured input to decide the next step in the workflow.
• Action - Connect Call: Transfers the caller to a specific user, a ring group (team), or an external phone number.
• Action - Record Voicemail: Prompts the caller to leave a voice message, which is then saved.