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Set up IVR for VoiceUpdated a day ago

Interactive Voice Response (IVR) triages inbound calls by providing callers with a menu of customizable options - to either forward their call to a selected phone number or play a message. 

Callers respond to the IVR menu with their dial pad by dialing numbers 1-9 and, if no option is selected or an invalid option is selected, the IVR message will be replayed.

3 actions can be triggered by IVR:

OptionDescriptionResult in ticket
Play messageThe caller will be played a message, 
either a recording or text-to-speech.
No ticket will be created.
Forward call to a
Gorgias number
The call will be routed to the 
selected Gorgias phone number.
A ticket is created through the Gorgias Voice integration selected during IVR, but no ticket is created through the IVR integration itself.
Forward call to an
external number
The call will be routed to an 
external phone number.
No ticket will be created.


IVR tickets

When a caller goes through an IVR flow, the options they've selected aren't logged and tickets aren't always created - these are the scenarios in which tickets are/aren't created:

ScenarioResult in ticket
The caller hears a played message, 
no voicemail left
No ticket created
The caller has their call forwarded to
a Gorgias number, no voicemail left
Ticket created through the forwarded Voice integration
The caller has their call forwarded to
a Gorgias number, leaves a voicemail
Ticket created through the forwarded Voice integration, including the voicemail recording
The caller has their call forwarded to 
an external number
No ticket created


Steps

1. Go to Settings -> Channels -> Voice.

2. Click on Add Voice in the top right corner.

3. Enter an Integration title, choose the Phone number, and select Interactive Voice Response (IVR) as the Function.

4. Click the Add Voice button and you'll be redirected to Voice settings.

5. Under Preferences, select whether you'd like to send your customers to voicemail outside business hours.

6. Under Voicemail, you can choose a voice recording, text-to-speech, or none and choose whether you'd like to allow voicemail at all.

7. Under IVR, in the Greeting message section, you can choose a voice recording, text-to-speech, or none.

This is the message that will be played when a caller dials your number - it should include instructions on which options to choose (Dial 1 for Sales, 2 for Support, 3 for Billing...).

8. Still under IVR, in the Menu options section, you can set those IVR options.

When selecting Play message, you'll be prompted to either upload a recording or enter text-to-speech.

When selecting Forward call to Gorgias number, you'll need to select a phone number from the dropdown menu.

When selecting Forward call to external number, you'll need to enter the number you want calls to be forwarded to.

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