We are thrilled to introduce a new way to configure your phone systems or Interactive Voice Response (IVR) serves much more easily, directly from your usual interface.
Goodbye to complex processes and confusing setups! Thanks to this update, customizing your IVR has become a fast and intuitive process.
This article will give you a general overview of the main changes in this new IVR builder.
💡 For detailed instructions on creating your phone system, check out our dedicated help section.
Start your first configuration
- Go to your Dashboard > Settings > IVRs
- Click on "Create IVR"
On this new page, you will find the same elements from the old IVR builder, such as general information and schedule settings.
Just like before:
- Name and select the scenario you want to create
Once this is done, you’ll be taken to the new builder! Here you can:
- Zoom using the mouse wheel or the option at the top center of your screen
- Move around in any direction by holding down the right-click
-
Use the buttons
to add steps by clicking on them
💡 Note: At the top (in green), you’ll always find the "Call Start", and at the bottom (in red), the "Call End". These two points mark the start and end of the call flow.
All the steps in your IVR will naturally be between these two markers!
Configure your steps
For each step, click on the Settings ⚙️ button in the top-right corner of the window.
Example: We selected the step "Redirect to"> "A receptionist", then clicked the gear icon to open the configuration popup.
Adjust all parameters according to your needs and click "Close" (bottom-right of the popup) to save changes automatically.
💡 Your steps are configured exactly like in the old IVR. For more details, visit our help center.
Scripts and Surveys
To add a script or a survey, click the corresponding icons at the bottom-right of each window:
💡 Left button: Script / Right button: Survey
Once configured, the icons will change color to show they are active:
Create your voice announcement
If available, you will see "Create your voice announcement" in the chosen step window.
Options include:
- Text-to-speech
- Record your voice
- Add background music or your own audio track
Voice menu
The new method for creating a voice menu is now horizontal. When you add a new key, it will appear to the right of the previous key.
In the example below, you can see:
- The creation of a new step "Create a Voice Menu"
- Adding 4 additional keys for a total of 6 keys
Once the keys are created, click the "+" icon under each key to add a specific step.
⚠️ Important: When deleting a menu option, be cautious as it may impact your entire menu structure. Deleting one option could potentially remove other existing options as well. We recommend backing up your menu configuration before making any deletions.
Undo your last changes
In the top-right corner of your screen, select "Undo Last Actions". This feature shows you a list of all actions performed since opening the IVR.
To delete a step:
- Click "Undo Last Actions"
- Move your mouse to the action you want to remove and click again
⚠️ Warning: This will delete all changes up to the selected line.
Save your phone system
Once your phone system is complete:
- Return to the main menu by clicking "Back" in the top-left corner
- Click "Save IVR" at the bottom-right
Important note
When creating a survey, click the corresponding icon to save everything automatically. If done by mistake, click the button again and select "Delete the survey".
💡 For more details, visit our help center.