Interactive Voice Response (IVR) systems allow businesses to automate caller interactions through voice prompts and keypad inputs. With an IVR system, you can efficiently manage incoming calls, route them to the right departments, provide information, and even collect feedback from customers.
Getting Started:
Available to Advisor's Growth Phone users
Use the pre-built IVR Workflow Recipe to kickstart your setup
Log in to the Advisor's Growth platform, navigate to the Automation section, and create or edit a workflow.
Setting Up the IVR Workflow
Select the Input Trigger: Choose the IVR trigger from the available options.
Map the Phone Number: Assign a dedicated phone number to the IVR workflow. Ensure that this number is unique and only used for this workflow.
Note: Once a phone number is mapped to an IVR workflow, it cannot be used in another IVR workflow.
Save the Trigger Settings.
Creating IVR Actions
1. Record Voicemail Action
Allow callers to leave personalized voicemails.
Set parameters such as recording duration and stop options.
Voicemail recordings will be accessible in the Enrolment Logs.
2. Say/Play Action
Play pre-recorded messages or utilize text-to-speech technology.
Customize the message content and set looping options to emphasize key information.
3. IVR Gather
Collect user input via voice prompts and keypad responses.
Personalize the experience by guiding callers through specific options.
Set response timeouts and conditions to handle caller inputs effectively.
Using Match Conditions in the IVR Gather Step
Access the Gather Step: Use this step to prompt callers with keypad input options.
Enable Match Conditions: Set specific actions based on the number pressed by the caller (e.g., "Press 1 for sales, Press 2 for support").
Define Branches: Create separate actions for each keypad input.
Set Key Press Operations: Specify the keypad inputs and their corresponding branches to ensure accurate call routing.
Handle Non-Branch Responses: If no selection is made, define a default action such as redirecting to a general support queue.
Match conditions streamline the IVR workflow, eliminating complex logic and making the process easier to manage.
Configuring IVR Logic
Conditional Logic: Set branching paths based on keypad inputs. Define specific actions for each response.
IVR Connect Call: Easily merge calls, connecting clients to the right department quickly.
Choose a user from the dropdown or add a custom phone number.
Configure timeouts to reduce wait times and set limits on conversation durations for a balanced experience.
Forwarding IVR Inbound Calls to Web or Mobile Apps
For Advisor's Growth Phone users, IVR calls can be forwarded to web or mobile applications, enabling seamless communication. Here’s how:
Go to Settings > My Staff.
Select the team member you wish to configure.
Click Edit > Call & Voicemail Settings.
Under Forward Calls to, select your preferred channels (Web App, Mobile App, or Phone).
Business Example: Setting Up IVR for a Hair Salon
Input Trigger: Caller dials the salon's dedicated hotline.
IVR Gather: The caller selects services such as massages or facials.
Say/Play Action: The system plays details about the available services.
IVR Connect Call: The caller is connected to the salon coordinator to book an appointment.
Pro Tips for IVR Setup
Ensure the workflow is published before calling the number linked to the IVR trigger.
If the caller exits the workflow, the call will be disconnected.
If the call ends, the contact will move on to the next step in the workflow.
FAQ
1. What is an IVR system, and how does it benefit my business?
An IVR system automates interactions with callers, helping businesses efficiently manage incoming calls, route them to the right departments, and gather feedback. This improves customer service and operational efficiency.
2. How do I create an IVR workflow in Advisor's Growth?
Log in to the platform, navigate to the Automation section, create a workflow, and select the IVR trigger. Assign a phone number, configure actions like voicemail and call forwarding, and save the settings.
3. Can I customize the messages played during IVR interactions?
Yes, you can use the Say/Play Action to either record your own messages or use text-to-speech. Looping options can also be set to repeat important details.
4. What happens if a caller doesn't make a selection during the IVR?
You can set up the IVR to provide a default response, such as redirecting the caller to a general support queue or giving additional prompts.
5. How can I use match conditions in the IVR Gather step?
Enable match conditions to define specific actions for each keypad input during the Gather step, simplifying the workflow and enhancing the caller experience.