Overview
The Interactive Voice Menu (IVR) is a DialPad feature that helps call center supervisors and administrators create automated voice prompts. This helps you create unique routing options based on the customers' needs and lets clients answer their own questions through self-service.
Who uses this feature
Administrators
Applies to all business types
Feature configuration
To get started with Phones Pro, request a demo on our Pro Products page, or reach out to your Customer Success Manager (CSM) or Pro Account Manager.
Things to know
Administrators can access all IVR workflows for their company. However, the workflow can only be deleted if it has no entry points.
You can use only one IVR workflow for each Department or Contact Center. However, you can select different IVRs for your Open Hours Routing and Closed Hours Routing.
Turn on the IVR workflow
Go to your DialPad account and click Admin Settings.
From the top left dropdown, select My Company.
In the IVR workflows, turn on the Disabled toggle.
Create an IVR workflow
Go to your DialPad account and click Admin Settings > IVR workflows.
Click Create workflow.
Name your workflow and click Create.
A new window opens.Select the + icon. If you want to create a workflow, click Create from scratch. If you want to use a template, select one of the options under Start from a template section.
Select the necessary actions and routing rules and click Create.
Click Publish workflow or Save, if you want to save as a draft.
Assign the IVR workflow to an Office, Department, or Contact Center
Once an IVR workflow has been published, you need to assign it to the Main Line, Departments, or Contact Centers.
Head to your Admin Settings in DialPad.
Select Main Line, Departments, or Ai Contact Centers to apply the changes.
Click Business Hours & Call Routing > Edit Call Routing.
Select Open Hours Routing or Closed Hours Routing.
Click Other Routing Options.
Select To an IVR workflow.
Choose the IVR workflow from the dropdown.
