Applicable plans: Blossom, Garden, Estate
Who can do it?
Only an Admin or Account Admin can set up an IVR menu.
Adding IVR to your call receiving system ensures that customers get routed to the right agent/teams, thereby increasing first call resolution.
Set up your IVR system using the following steps —
Add a new IVR menu
- Login to Freshcaller and click on Admin > Call Flows > New Call Flow.
- Choose IVR menu from the options shown as in the screenshot below
Once you click on ‘IVR menu’ you will be taken to the following screen:
IVR through Freshcaller provides options to create a menu for your users for numerals (0-9) and special characters (# and *). You can configure personal messages or direct your callers to another level of IVR-based options. Calls can be routed to agents, teams, or external numbers.
Follow these steps to configure your IVR menu:
Enter your IVR menu name
Play message — this is the message that will be played to your callers. Make sure the message played gives out clear instructions to your caller on what action to perform based on how you have configured your IVR menu.
TIP: Check our library article to learn more about creating messages.
Configure the key press and corresponding Action, there are four actions that you can take —
Send to Voicemail — If you choose to send your caller to voicemail, click on ‘Send to Voicemail’ and select the message to be played from the drop down or create a new message.
- Send to IVR menu — If you wish to send your caller to another IVR menu, choose this option. You can choose from the list of already existing menus or create a new one.
TIP: It is a good practice to limit the number of IVR level to 3.
Send to Call queue — If you wish to send your customer to a call queue choose this option. You can select from the list of call queues you have created earlier or create a new call queue.
TIP: Check our library article for more details on creating a call queue.
Hangup — Choosing this option simply hangs up the call after playing a message. You can also choose the message you wish to play to your caller before hanging up.
In ‘After N repeats’ mention how many times you would like the message to be repeated and decide what action to take if there is no valid inputs after N repeats. Freshcaller gives you the ability to create easy exit routes for your callers. You can predefine the number of times the IVR menu needs to be repeated to the customer and even request the caller to leave a voicemail before hanging up.