Seamless customer communication plays a vital role in business success, and managing inbound calls efficiently can significantly improve customer experience. An Interactive Voice Response (IVR) system helps automate call handling by guiding callers through pre-recorded prompts and directing them to the right department or action without human intervention. In this guide, we’ll explore how to configure an IVR system in Luubu using workflows, whether through a prebuilt IVR recipe or by creating one from scratch.
What is the IVR System?
An Interactive Voice Response (IVR) is an automated phone system that interacts with callers through pre-recorded messages, text-to-speech prompts, and keypad inputs. It allows businesses to guide callers to the right department, collect information, or provide self-service options without human intervention. In Luubu, IVR is set up using workflows, enabling automated call routing and customer engagement.
To better understand how IVR works within workflows, refer to the table below, which outlines the key triggers, actions, and conditional logic used to build an IVR system.
| IVR Component | Function | Use case |
|---|---|---|
| Trigger Start IVR | Activates the IVR system when a call is received on a designated number. | A customer calls the business number, and the IVR workflow begins. |
| Action Say/Play Message | Plays a recorded or text-to-speech message to guide the caller. | “Welcome to XYZ Company! Press 1 for Sales, Press 2 for Support.” |
| Action Gather Input | Collects user keypress responses for navigation within the IVR menu. | Caller presses 1 for Sales, 2 for Support. |
| Condition Map Caller Input | Directs the caller to the appropriate action or team based on input. | If 1 is pressed → Route to Sales Team, if 2 → Route to Support. |
| Action Connect Call | Transfers the caller to a selected agent, department, or external number. | After pressing 1, the call is forwarded to a sales rep. |
| Action Record Voicemail | Allows callers to leave a voicemail if no one is available to take the call. | If agents are unavailable, the IVR prompts the caller to leave a message. |
| Condition Call Status Check | Determines what happens based on call outcome (answered, missed, or disconnected). | If unanswered, play a message and offer a callback option. |
Key Benefits of IVR
Enhanced Call Management:Automatically directs callers to the appropriate team, reducing wait times and improving customer experience.
Improved Efficiency:Eliminates the need for manual call handling, freeing up staff for higher-value tasks.
24/7 Availability: Enables businesses to handle customer inquiries at any time, even outside business hours.
Customizable Interactions:Supports text-to-speech messages, call routing, voicemail collection, and data gathering based on caller input.
Seamless Workflow Integration:Works within Luubu's automation system to trigger actions like follow-ups, appointment scheduling, or lead categorization.
Configuring IVR Using Workflows
Setting up IVR in Luubu can be done in two ways: using a workflow recipe for quick setup or creating one from scratch for full customization. Below, we explain both methods:
Method 1: Using the IVR Workflow Recipe (Faster Setup)
If you want a prebuilt IVR structure to save time, you can use the IVR Workflow Recipe, which includes predefined triggers, actions, and conditions.
Navigate to Automation from your Luubu dashboard. Click Create Workflow, then click Select a Recipeoption to quickly set up a preconfigured IVR system with minimal adjustments.
Selecting the IVR Workflow Recipe
Once inside the workflow creation section, use the recipe selection option to simplify setup. This recipe includes essenti