HubSpot Calling: How to Set Up an Interactive Voice Response (IVR) System

Tired of long wait times and frustrated callers? Set up an Interactive Voice Response (IVR) system in HubSpot to automate call routing and improve customer satisfaction.

HubSpot now offers Interactive Voice Response (IVR) system. IVR allows you to automate call routing and provide callers with options through pre-recorded voice prompts and keypad inputs. This can improve call flow efficiency and customer satisfaction.

Here's a step-by-step guide to set up your IVR system:

  1. Navigate to Settings > Tools > Calling.
  2. Select Interactive Voice Response.
  3. Click Add IVR menu.
  4. Configure:
    1. Name: Enter a clear name for your IVR phone tree.
    2. Phone Number: Select an existing number that will trigger the IVR for inbound calls. (This number cannot be currently assigned to a user or calling channel.) If no numbers are available, click "get a HubSpot number" to acquire a new one.
    3. Click Continue.
  5. Inside the IVR editor, click Keypad IVR menu.
  6. Choose a pre-recorded message or create a new one to guide callers through keypad options.
  7. Click Add Keypress to define the number of keypad options callers can choose from.
  8. Select "Add Keypress" to create additional branch menus for each option. Ensure the keypress number matches the audio message instruction. Click Save.
  9. In the IVR editor, click the Ring To box under each keypad option.
  10. Select a team or user's calling channel (Inbox or Help Desk) to receive calls for that option.
  11. Use the Wrong Input/No Input option to define what happens if a caller makes no selection or enters an invalid key. Click the "+" icon to choose a team or user for this scenario.

Once you've configured your incoming number, keypad menu, and call routing, click Save and Publish.

By following these steps, you can create a custom IVR system to streamline call handling and improve the customer experience for your business. Remember, this feature is currently in Public Beta.



Author: Bridget Reid 

Principal Marketer