What is IVR (Interactive Voice Response)?

IVR is an automated phone system that lets callers interact using voice commands or keypad inputs. It's commonly used in VoIP systems to direct calls, collect information, or provide quick answers, without needing a live agent.

Example:
A customer calls your support line. The IVR greets them with, “Press 1 for sales, 2 for support, 3 for billing,” and routes the call instantly based on their input.

Why businesses need IVR:
It boosts efficiency, reduces wait times, and ensures every caller gets to the right place faster. Multilevel IVR is especially useful for businesses with multiple departments or services, offering a seamless and professional call experience, even during high call volumes.


Example of a Simple IVR:

Welcome to CallHippo. Please press 1 for Sales, or press 2 for Support.

  • If the caller presses 1, they are routed to the Sales team.

  • If the caller presses 2, they are routed to the Support team.


Steps to set up a simple IVR, as per the provided example, for better understanding:


1. Log in to your CallHippo dashboard.


2. Navigate to the “Numbers and DID” section on the left side of the screen and then click on the Numbers.




3. Click on the settings icon of the number for which you want to set up the IVR.




4. Click on the “IVR/Welcome message” option visible on the left side of the dashboard.




5. Click on the IVR option and then click on the toggle icon to enable the IVR.



Now, it's time to set up the messages and actions against the inputs, as per the above-provided example.


6. You will now have to enter the “welcome message” as well as the “IVR message”. 


Welcome Message:

  • Purpose: This is the very first message a caller hears when they dial your number.

  • Goal: To greet the caller and set the tone for the call.

  • Example from the screenshot:

  • "Welcome, choose from our menu options to talk to the concerned person."

  • Think of it as the intro before any options are given.



IVR Message:

  • Purpose: This provides the caller with actionable menu options.

  • Goal: To guide the caller to the correct department or person using keypress input.

  • Example from the screenshot:

  • "Press 1 to talk to Sales, press 2 to talk to Accounts, press 3 to talk to Support."

  • It’s the instructional part of the IVR that helps route the call.




As per the example, we have set the welcome message and our first IVR message accordingly.

You can select the language from the dropdown menu and set male or female for the voice prompt.



You also have the option to upload an audio file instead of entering a message.




Once the welcome message and IVR message are set, you need to select the action against each input, which in this case, is 1 for Sales and 2 for Support.


7. Click on the pencil icon to edit the action against input.




8. You can select the user/number/teams against the number input that you want.

For the example that we are following, the options have been selected accordingly.

Click on the blue colored save icon to save these settings.




9. Now, click on the (+) add to set another input (input for “press 2”)




10. Now, you get the option to set actions for our second input.




11. We have entered the details as per the example. 

You will get a confirmation message and an option to add more inputs for the IVR.




The IVR is now set for the selected number as per the example below:

Welcome to CallHippo. Please press 1 for Sales, or press 2 for Support.

  • If the caller presses 1, they are routed to the Sales team.

  • If the caller presses 2, they are routed to the Support team.

Anyone who will now calls this number now will hear the IVR first, and will be directed to the concerned team/user/number as per the inputs which the customer enters upon hearing the IVR message.


In case you have entered the wrong details for the input, you can simply delete the action.




Multi-level IVR:


What is Multilevel IVR?
Multilevel IVR (also called nested IVR) takes this a step further by creating a structured, multi-layered menu. It guides callers through a series of options, helping them reach the exact department or resource they need. Think of it like a tree menu—each selection leads to a more specific set of choices.

Example of a multilevel (2-step IVR):

Welcome to CallHippo. Please listen carefully to the following options.

Step 1: Main Menu

  • Press 1 for Sales

  • Press 2 for Support

Step 2: Sub-menu (Based on User’s Selection)

  • If the caller presses 1 for Sales:

    • Press 1 for New Sales

    • Press 2 for Existing Sales

  • If the caller presses 2 for Support:

    • Press 1 for Technical Support

    • Press 2 for Account Assistance


Image format for better understanding of the example:




How to set up a multistep IVR (as per the above example):

Step 1: Create the Final (Bottom-Level) IVRs First

You need to first create the IVRs that will directly route calls to teams.

1. Click on the Add Multi Level IVR:


2. Enter the correct details, actions, and, importantly, name the IVR for your personal reference:


There are two bottom-level IVRs to create:

IVR for Sales and IVR for Support, for which two IVRs have been created with the name Sales IVR and Support IVR respectively.

Refer the below screenshots for the same.

Sales IVR:




Support IVR:




Visible in the dropdown list:


Step 2: Create the Main IVR (Top-Level IVR)

Now that the lower-level IVRs are ready, you can create the Main IVR.


1. Click on the Add Multi Level IVR:


Enter the name of the Main IVR, and then enter the welcome message and IVR message.


While entering the action against number pressed, please select “Select new IVR” in the ‘action’ dropdown.


Then select the correct IVR as per the name against the ‘Press’ action

Then click on save to finalize the changes.

The multi-level IVR has now been set for your account as per the screenshot below.



New: Default Input in IVR:

We’ve improved our IVR (Interactive Voice Response) system to give you more control when a caller doesn’t press any input.
You can now set a Default Input for each IVR level. If a caller doesn't make a selection, the IVR will automatically follow the action defined under the default input. This prevents calls from hanging up or looping, ensuring a smoother experience by guiding callers to a specific destination—even without direct input.
This feature is available in both simple and multilevel IVRs.
How it looks in the dashboard:


In the IVR setup screen, you’ll now see an option to define a “Default Input” action.
Once set, this fallback option will ensure that calls are always routed effectively, even when the caller is silent.



Frequently asked questions:


Q: What happens if I make a mistake while setting up the IVR?
A: You can easily delete the incorrect action and reassign the correct user, number, or team for that keypress.

Q: What is a multilevel IVR?
A: A multilevel IVR, also known as a nested IVR, creates a layered menu system where initial selections lead to more specific sub-menus, helping callers reach the exact department or resource they need.

Q: The IVR system doesn’t pick up inputs properly when we paste text or type quickly. Why is that, and how can we fix it?
A: IVR systems are designed to detect DTMF tones (keypress inputs) or voice commands, not pasted text. If you’re using a keyboard to enter options too quickly, the system may not register the input. It’s best to enter digits at a moderate pace, allowing the system to process each one. Slowing down slightly or using touch-tone inputs via a phone dial pad should resolve this issue.

Q: If someone calls my number with IVR enabled, will the system automatically answer and play the script?
A: Yes, once IVR is set up for a number, incoming calls are automatically answered, and the welcome and IVR messages play without the need for manual intervention. The caller will hear the greeting followed by the menu options and can then choose the appropriate input to be routed accordingly.

Q: I want a simple setup where callers hear a message in two language options, then choose from three voicemail options based on their language. How do I set that up?
A: You can create a multilevel IVR to support this setup. First, configure a top-level IVR where callers choose their preferred language. Then, for each language selection, link it to a second-level IVR with three voicemail options. Each option should route the caller to a specific voicemail or team inbox as needed.

Q: When someone calls me, the system asks for input or defaults to IVR with a message. I want it to just ring normally instead. How can I do that?
A: If you don’t want an IVR or prompt to play, disable the IVR settings for that number. Go to the number’s settings, click on “IVR/Welcome Message,” and toggle off the IVR feature. This way, incoming calls will ring directly to the assigned user or team without playing a menu or asking for input.

Q: What happens if a caller doesn't press any input during the IVR menu?
A: With the updated IVR system, you can now set a "Default Input" at each IVR level. If a caller doesn’t make a selection, the system will automatically follow the action defined under this default input. This prevents calls from hanging up or looping indefinitely, ensuring smoother call routing even without user interaction.

Let us know how it goes, and feel free to reach out if you need further assistance.